Contact Center MSR 2

The Atlantic Federal Credit Union; Springfield (NJ); On-site; USD 42,000 - 54,000; Full time

Job summary

The Atlantic Federal Credit Union is seeking a Contact Center Member Service Representative 2 to positively impact the communities we serve and improve Members’ financial lives through service-based relationship development across the Contact Center’s communication channels. The MSR 2 handles daily processing, documentation collection, closing, and funding of consumer loans.

Responsibilities include assisting with loan applications, ensuring timely processing and disclosures within regulatory

Qualifications

• At least 2 years of related experience in a financial institution.
• Excellent communication skills across all channels, including voice, chat, email and video.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.

Responsibilities

• Respond to incoming communications efficiently and accurately.
• Assist with the application process of consumer loans and provide Members with guidance.
• Ensure the timely processing and closing/funding of all consumer loans.
• Assure all required loan documents are complete, compliant, signed, and archived as appropriate.
• Provide a review of Member loan documents and submit to underwriter as necessary.
• Ensure all disclosures are provided as necessary, and within regulatory timeframes.
• Assist Members with opening and closing accounts, processing transactions, file maintenance requests, and resolution of Member problems, inquiries, or complaints. Refers problems to supervisor as needed, along with recommendations for resolution.
• Identify opportunities to cross-sell additional products or services to Members and execute.
• Build a long-term financial relationship with each Member through active participation in the Credit Union’s consultative service culture initiatives. Engage with Members through various channels to identify potential needs and offer matching solutions that meet those needs.

Job description

Description

The Contact Center Member Service Representative 2 positively impacts the communities we serve and improves our Members’ financial lives through service-based relationship development across the Contact Center’s communication channels. The Contact Center MSR 2 is responsible for the daily processing, collection of documentation, closing, and funding of all consumer loans.

• Respond to incoming communications efficiently and accurately.
• Assist with the application process of consumer loans and provide Members with guidance.
• Ensure the timely processing and closing/funding of all consumer loans.
• Assure all required loan documents are complete, compliant, signed, and archived as appropriate.
• Provide a review of Member loan documents and submit to underwriter as necessary.
• Ensure all disclosures are provided as necessary, and within regulatory timeframes.
• Assist Members with opening and closing accounts, processing transactions, file maintenance requests, and resolution of Member problems, inquiries, or complaints. Refers problems to supervisor as needed, along with recommendations for resolution.
• Identify opportunities to cross-sell additional products or services to Members and execute.
• Build a long-term financial relationship with each Member through active participation in the Credit Union’s consultative service culture initiatives. Engage with Members through various channels to identify potential needs and offer matching solutions that meet those needs.

The Atlantic strives to maintain balance between our employees’ personal and professional responsibilities. All full-time employees receive a highly competitive and comprehensive total compensation package including competitive pay, target incentive, medical / dental / prescription coverage, 401(k) plan (with up to 6% match), and generous paid time off. As an The Atlantic employee you are eligible for discounts on our products and services and earn paid time off for volunteering. In addition to these benefits, The Atlantic provides educational and developmental opportunities as well as access to our formal Tuition Assistance Program.

Requirements

• At least 2 years of related experience in a financial institution.
• Excellent communication skills across all channels, including voice, chat, email and video.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.