- Assists members and potential members with pending account and loan applications.
- On-boards new members who opened their accounts through various channels with welcome calls, while taking time to understand short-term and long-term financial needs.
- Consistently uses professional communication to assist with all incoming requests (including call escalations) through various communication channels.
- Responds in a timely manner to all member inquiries (including resolving complaints or adjusting potential errors) on accounts and loan products by phone and through e-mail.
- Responds to members in the branch as required.
- Processes and funds consumer loan requests.
- Partners and collaborates with members to appraise and understand their financial conditions prior to the granting of a loan; provides potential creative solutions for the resolution of their financial concerns.
- Promotes and markets financial products through teleconsulting and cross-sells all applicable credit union products and services.
- Conducts outbound calls to members and non-members focused on building relationships and increasing products per member with leads and generated lists from Marketing and Business Development.
- Completes outreach efforts to members such as credit card holders with little to no usage to increase product usage and members with loans soon to be paid off to determine new needs.
- Works with team members reviewing loan requirements, matters affecting approval, and to ensure the timely and accurate release of funded loans.
- Ensures checks and general ledger debits and credits balance to the loan disbursement amounts and proper method of delivery of disbursements to members, dealers, etc.
- Builds long-term relationships with the membership.
- Meets/exceeds individual and team assigned goals; proactively collaborates with management to seek improvement in ability to reach goals when needed.
- Manages loan pipeline promptly and accurately.
- Assists the Service Center with member calls during periods of high volume and other projects.
- Performs other duties as assigned.
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