Hybrid - Member Service Specialist /Call Center Specialist

GENERAL SUMMARY
Responsible for providing exceptional Member Service, banking solutions that will deepen existing members relationships with Destinations CU and generating revenue. Provides answers to routine inbound call inquiries regarding the credit union’s products, services, and promotions. Provides over the phone member advice, explore opportunities to cross-sell the best suitable products and services, and evaluates their financial needs in every interaction to generate loan business that in turn will assist our members in meeting their financial goals. May also provide one-on-one member advice in person for member facing setting.
In addition, performs routine savings, checking, and loan account transactions with members.

MAJOR DUTIES & RESPONSIBILITIES

• Actively promotes a need-based sales and service culture as outlined by Destinations CU mission, vision, and values while always providing a stellar member experience.
• Represents the Credit Union in a professional manner and maintains positive member relations by providing guidance and relevant information related to features and benefits of all products and services offered by Destinations credit union.
• Observes all required verification protocols, obtains the appropriate documentation to remain BSA and Patriot Act compliant.
• Strictly performs the member verification per Destinations MIP on every interaction, prior to initiating any requests or transactions.
• Performs the review of all new memberships recently established while observing the appropriate time frames.
• Keeps track of all products and services cross-sold.
• Interviews potential borrowers to determine the viability of a loan request. Self-initiates loan applications, analyzes the information and supporting documents gathered based on the credit union’s policy. Prepares and submits loan files for processing.
• Provides updates regarding the status of a submitted loan applications.
• Implements outreach efforts regarding consumer loan products to develop new and increase / expand lending product penetration.
• Able to process transactions for members via telephone, including but not limited to transfers, loan payments and new share opening with same day funding.
• Performs other job-related duties as assigned by the Branch Manager and/or the VP of Branch Operations.
• Must be able to work a minimum of two Saturday shifts per month.
• Complete additional tasks as assigned by Supervisor, VP of Branch Operations, &/or Senior Management.

EDUCATION & EXPERIENCE

A High School Diploma or equivalent is required, college is preferred. Bilingual English & Spanish is preferred.

Must have a minimum of three (3) years of experience in Member Service, call center environment, general knowledge of consumer lending. Prior sales experience and knowledge of IRA rules and regulations is preferred. Must possess effective written and verbal communication skills. Must be adept in operating standard office equipment, specifically a computer, and must have a working knowledge of Microsoft Office products.

Interpersonal Skills

A significant level of trust and diplomacy is required, in additions to normal courtesy and tact in providing assistance and information. Excellent communication skills (oral, written). Must possess an adequate business- like personal presentation.

Required Compliance Courses

Bank Secrecy Act/ Anti-Money Laundering and OFAC training requirements that pertain to the position at Destinations CU and other courses as directed by management.

• Must have COVID -19 vaccination
• Must have a positive credit rating and be eligible for bonding.

Job Type: Full-time

Pay: From $15.00 per hour

Expected hours: No more than 35 per week

Benefits:

• Paid time off
• Paid training

Physical setting:

• Call center
• Office

Schedule:

• 8 hour shift
• Day shift

Application Question(s):

• Are you able to work a minimum of two Saturday shifts per month?
• Are you fully vaccinated against COVID-19 or willing to be prior to employment?

Education:

• High school or equivalent (Required)

Experience:

• General Consumer Lending: 3 years (Preferred)
• Call Center Environment: 3 years (Preferred)
• Customer Service: 2 years (Preferred)
• Financial (Bank/Credit Union) Call center: 3 years (Preferred)

Language:

• Spanish (Preferred)

License/Certification:

• Certified Notary Public or are you able to obtain? (Preferred)

Shift availability:

• Day Shift (Required)

Ability to Relocate:

• Parkville, MD 21234: Relocate before starting work (Required)

Work Location: In person