E-Branch Loan Advocate

Job Description

Job Description

General Job Description :

The E-Branch Loan Advocate is responsible for providing excellent member service and accurate processing of loan requests via the phone system. This position also requires string sales and members services skills that allow financial resolution regarding lending products that fit our member’s financial needs.

Essential Duties & Responsibilities :

• Provide prompt, professional, accurate service and support to all members and associates while abiding by the member-centric model for service standards established by the credit union.
• Receive and manage inbound calls with emphasis on exceptional customer experience while identifying financial solutions.
• Complete service applications, including rates, terms, options, and services available.
• Makes outbound calls with emphasis on exceptional customer experience while offering products and services that meet members financial needs.
• Provide clear & detailed notes to the underwriter regarding the member’s request so that the underwriter may make an educated underwriting decision.
• Listen effectively to member requests and offer solutions and cross sell products and services to meet member’s needs, logging referrals appropriately and in a timely manner.
• Answer calls with sense of urgency, understanding the members time is valuable. Take ownership of call or interaction with member and refer to supervisory personnel only when necessary. Obtain necessary information about members to exceed expectations and manage call volumes efficiently.
• Provide accurate and complete information regarding payments, interest calculations, and payoff amounts for existing loans.
• Accurately prepare all paperwork, documents, and forms.
• Attend work-related courses and seminars and pursue a program of self-development.
• Manage challenging situations efficiently, promptly and professionally
• Adhere to organizational or departmental goals set by management. Cross sell financial products and services as they relate to company standards while abiding to the member centric model.
• Responsible for maintaining a positive working relationship with all employees, clients, and members by interacting with them in a respectful, courteous and professional manner.
• Abide by all company policies and procedures as listed in the Employee Handbook or directed by management.
• Foster and maintain positive relationships with both co-workers and members by actively embracing and demonstrating MCCU's culture, known as IMPACT.

Essential Job Requirements :

Skills / Abilities :

Physical / Mental Requirements of the Position :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.