Financial Coach I - Full Time (40 Hours) - North

SilkRoad; Huber Heights (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

SilkRoad is seeking a Financial Coach I who delivers extraordinary service by proactively building member relationships to help meet financial needs. You will consult with members, educate them on easy-to-use services, and confidently promote Credit Union products and digital tools to boost engagement.

You will accurately process new accounts and loan requests, disburse approved loans, and assist with day-to-day operations.

Qualifications

• Customer-facing banking experience preferred.
• Ability to consult with members and identify financial needs.
• Strong communication and service orientation.

Responsibilities

• Consultatively interact with members to help meet their spoken and unspoken financial needs, proactively recommend Credit Union products and services, and accurately addressmembers’ service needs.
• Accurately process new accounts and loan requests for new and existing members and perform maintenance on members’ accounts as requested.
• Proactively and efficiently, close, and disburse approved loans originated in the Member Center Network and/or through alternative delivery channels.
• Ask open-ended questions to uncover additional opportunities to save members money and/or time by reviewing accounts and reports, as well as making outbound calls to increase member engagement.
• Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed.Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated.
• Proactively identify qualified referrals for members that will save members time, money and provide peace of mind.Referrals are primarily to our Mortgage Lending, Member Business Services, and Retirement Solutions teams.
• Assist members with questions regarding WPCU products and services as well as resolve members’ complaints.

Job description

The Financial Coach I delivers extraordinary service while encouraging members and non-members to choose the Credit Union as their primary financial services provider by proactively building member relationships to help meet their financial needs.

• 1) Consultatively interact with members to help meet their spoken and unspoken financial needs, proactively recommend Credit Union products and services, and accurately addressmembers’ service needs. Educate members on ease of use and convenience services, including PTM technology where applicable, to encourage increased use of the cooperative while building and increasing member engagement. (40%)
• 2) Accurately process new accounts and loan requests for new and existing members and perform maintenance on members’ accounts as requested. (Do it right the first time). Proactively and efficiently, close, and disburse approved loans originated in the Member Center Network and/or through alternative delivery channels. (30%)
• 3) Ask open-ended questions to uncover additional opportunities to save members money and/or time by reviewing accounts and reports, as well as making outbound calls to increase member engagement. (10%)
• 4) Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed.Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. (5%)
• 5) Proactively identify qualified referrals for members that will save members time, money and provide peace of mind.Referrals are primarily to our Mortgage Lending, Member Business Services, and Retirement Solutions teams. (5%)
• 6) Assist members with questions regarding WPCU products and services as well as resolve members’ complaints. (5%)
• 7) Perform miscellaneous duties such as end of day activities, creating requested reports, filing, answering phones, maintaining supplies, operating a cash drawer, etc. (5%)