Call Center Representative/Loan Officer
Company: Hoosier Hills Credit Union
Location: Bedford
Posted on: May 27, 2023
Job Description:
Job Type: Full-time Salary: $19.76-$29.64 Summary/Objective The
Call Center Representative/Loan Officer ensures that HHCU members
are consistently satisfied in the service they receive and are
being offered the right products and services to meet their
financial needs. Responsible for delivering an excellent member
service experience through oral and written communication,
establishing new member relationships and strengthening existing
ones. Through friendly consultation and collaboration, the Call
Center Representative/Loan Officer identifies and recommends HHCU
products and services in a way that creates a member experience
that surpasses expectations with every interaction. The Call Center
Representative/Loan Officer is responsible for advising,
cross-selling, and completing transactions and general account
service needs, which range from transaction and account maintenance
requests, product and service inquiries, new account applications,
and loan applications. Responsibilities Mission and Service - Is an
integral part of the Hoosier Hills Credit Union and Call Center
team in living out our corporate mission; " To be better for our
members by making a positive difference in their lives and the
communities we serve."
- Consistently delivers outstanding service to both internal and
external members that is in alignment with the Credit Union's
Service Promises.
- Always acts in the best interest of the member and the Credit
Union.
- Maintains the highest level of professionalism when interacting
with members through friendly, informative, and helpful
communications, which are key to understanding and identifying
member needs, solving problems and in representing the Credit
Union.
- Increases member satisfaction by taking ownership of each
request and being highly responsive to the needs of members and in
finding solutions that meet or exceed their expectations.
- Builds rapport by establishing credible relationships with
members and prospective members through consistent high-quality
service.
- Utilizes other business units as needed to assist members.
Member and Business Focus - Continuously champions knowledge of and
experience with member interactions to be a trusted resource in
developing and expanding the membership with each opportunity for
member interaction.
- Creates business value for the membership and aligns the
organization with success by constantly targeting and selecting
product and service solutions that are best for the member so that
their financial goals may be achieved.
- Serves as a trusted resource to members and fellow team members
by possessing strong knowledge of HHCU products, services, and
member experience standards, and always acts in the best interest
of the member.
- Engages in problem resolution from start to finish by
clarifying the issue, determining the cause, and following up to
ensure there is a resolution.
- Achieves expected sales and service results by taking personal
ownership of referral and cross-selling processes and aligning
personal goals with the goals of the organization. Acumen and
Technical Savvy - Possesses proficiency in account maintenance,
lending, banking systems, and process knowledge to ensure records
accuracy, policy compliance and member satisfaction with every
transaction.
- Delivers superior service to members by answering the telephone
based on service standards. Performs teller transactions, account
maintenance, opening of new accounts, and processing loans in a
proficient and accurate manner within security guidelines and with
few errors.
- Maintains Hoosier Hills Credit Union email inbox, physical mail
and other written communications, and efficiently responds to
inquiries, and directs to appropriate HHCU team member when
necessary.
- Resolves problems or discrepancies concerning member accounts
and transitions between responsibilities effectively and
efficiently to meet the needs of the members.
- Underwrites consumer loans according to established policies,
guidelines, and procedures to find solutions that fit member needs
while minimizing risk.
- Advises and assists with budget counseling, consolidations, pay
methods, and other areas relating to member's financial
needs.
- Supports indirect lending by processing and underwriting loans,
corresponding with dealers/merchants, and performing other tasks as
needed.
- Works in partnership with other Service Center departments by
assisting with Teller and Member Service functions on an as needed
basis.
- Completes annual Bank Secrecy/OFAC and any related training
annually as assigned by Training or Compliance Staff. Comply with
all applicable BSA/AML laws, rules, regulations, policies, and
business practices established by Credit Union management. Teamwork
and Collaboration - The consistent focus on team involvement and in
personal growth through sharing and implementation of creative
ideas that provide membership business value and enhance a positive
work environment.
- Maintains supportive communication with supervisor and team
members, reports problems, developments, changes, and other
important information regarding responsibilities.
- Makes plans happen through awareness, involvement, constant
communication, and continual learning.
- Shares opportunities for improvement with appropriate managers.
Performs on-going self-evaluation.
- Attends and supports Call Center events and other community
outreach efforts as needed and attends to operational needs and
issues as they arise.
- Strives to improve self and team to create strategies for
future focused positive results. PM19 Knowledge Requirements
- Excellent communications skills (both oral and written)
- Professional appearance and demeanor, good interpersonal
relations skills, and positive and optimistic outlook
- Friendly, professional voice and clear articulation
- Dexterity to multitask, ie. answer phones, perform
transactions, research, and take notes
- Strong knowledge of retail delivery products and other Credit
Union products and services
- Strong and consistent sales and service performance
- Requires judgment to apply broader aspects of established
practices to situations, which go beyond clear, concise
guidelines
- Ability to gather and analyze data
- Ability to establish and maintain positive working relationship
with management, peers, employees, and vendors Education and/or
Experience
- High school diploma, or equivalent
- 1-2 years' experience working in retail setting with daily
customer interaction
- Telephone customer service experience preferred
- Loan trained and qualified with knowledge of the fundamentals
of lending, policies, and principles, preferred Work
Environment/Physical Demands
- Normal accessibility of branch and corporate work sites
required for the position
- Normal physical mobility and agility, which includes movement
from place to place on the job, and the ability to maneuver body
while in place
- Normal dexterity of hands and fingers
- Normal coordination, including eye-hand, hand-foot
- Works in typical administrative setting with climate control
and appropriate lighting.
- Work requires occasionally lifting and carrying up to 50
pounds, taking frequency into consideration Other Duties Perform
other duties as assigned. Please note this job description is not
designed to cover or contain a comprehensive listing of activities,
duties, or responsibilities that are required of the employee for
this job. Duties, responsibilities, and activities may change at
any time or without notice. PI215973589
Keywords: Hoosier Hills Credit Union, Bloomington , Call Center Representative/Loan Officer, Other , Bedford, Indiana
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