Floating Member Services Specialist

Via Credit Union; Marion (IN); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Health, Life & Disability Coverage

Flexible Spending Account – Dependent/

Flexible Spending Account – Unreimburs

Basic Life Insurance

Voluntary Life & AD&D

Long Term Disability

Travel AD&D

Job summary

Via Credit Union is seeking a Floating Member Services Specialist who opens new accounts, assesses member needs, and promotes ViaCU products and services. The MSS travels to various branches to serve as back-up and handle loan decisions with the loan underwriter.

Responsibilities include assisting with balance/audit tasks, opening certificates, processing ACH and titles, and guiding members to suitable financial solutions while maintaining compliance and high service standards.

Qualifications

• High School Diploma or equivalent.
• Prior teller, lending, and/or MSS experience preferred.
• Basic computer skills including Word and Excel.

Responsibilities

• Determine and verify membership eligibility; open new accounts and print checks.
• Assist members with balancing their accounts.
• Open share certificates and handle check re-orders.
• Analyze loan applications, gather data, and communicate decisions; explain denial reasons.
• Track first payments for accuracy and timeliness.
• Provide loan payoff balance and verify title release; contact lender if payoff is short.
• Track loans and titles; date titles and forward to Title Clerk.
• Check OFAC on all checks dispersed.
• Perform TDR loans and modifications; assist with delinquency up to 30 days.
• Print loan coupons and forward title to the BMV.
• Assist with ACH paperwork; contact members with missing titles.
• Promote products/services to deepen member relationships; introduce loans, VISA, and insurance options.
• Offer suggestions to improve ViaCU services.
• Demonstrate how products/services work and their benefits.
• Promote and match products to members' needs.
• Perform file maintenance and scan information into Synergy.
• Serve as backup to Contact Center representatives.
• Open HSAs and IRAs when other specialists are unavailable.
• Send welcome cards; assist with ViaConnect and ViaBill Pay issues.
• Order draft copies from Alloya; verify address changes.

Skills

Member service

Loan analysis

Promoting products

Cash handling

Education

High School Diploma or equivalent

Tools

Word

Excel

Job description

Position Summary

Via Credit Union is seeking an Floating Member Services Specialist (MSS) who is responsible to open new accounts, assess what the member's needs are, and to promote ViaCU products and services. The MSS will assist members with account problems, concerns, and/or changes, and serve as back-up to Contact Center overflow calls. The MSS will also collect the information necessary to determine whether a loan will be granted; analyze the data and determine if the loan will be approved; assess the member's needs in order to advise them of other services they may need or want; build longstanding relationships with members. Submit all loan requests to Loan Underwriter for decision. The Floating MSS will travel to various branches.

Scheduled hours

• Tuesday - Thursday: 8:15 - 4:30
• Friday: 8:15 - 5:00
• Saturday: 8:15 - noon

Employment Requirements

As a financial institution, Via Credit Union requires its employees to successfully pass a comprehensive background check and be in good financial standing as a condition of employment and to remain in such standing. “Good financial standing” means that the employee is current on all payments due to Via Credit Union or any other creditors and is in compliance with all applicable laws relating to financial crimes.

About Us

Via Credit Union was founded in 1936 and has grown to serve members in 6 branches and 12 Field of Membership Counties.

Mission

People helping people achieve financial success.

Vision

Via Credit Union is committed to member service while maintaining financial stability.

Values

• Honesty and Integrity
• Service Beyond Expectations
• People First
• Committed to Serve
• Foster Growth & Knowledge
• Excellence
• Have Fun

Field of Membership Counties

Blackford, Delaware, Grant, Hamilton, Howard, Huntington, Kosciusko, Madison, Miami, Tipton, Wabash, and Wells

Candidate Tip

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Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions

• Determine and/or verify eligibility for membership, properly identify members/candidates; Open new accounts, add members to accounts, print checks, and close loans for e-lending members (performed on site), introduce new members to Via Credit Union as a cooperative, owned by members and dedicated to meeting their needs
• Assist members with the balancing of their accounts
• Open share certificates
• Handle check re-orders
• Thoroughly analyze data relative to loan applications; gather additional data when necessary; Use sound judgement when making loan recommendations; determine the amount of risk involved, seek assistance when necessary; inform members of decisions in a timely manner, to include denial reasons
• Track first payments for accuracy and timeliness
• Provide members with loan payoff balance; verify title can be released when payoff is received; if payoff is short, contact dealer/member/financial institution
• Track loans and titles; Date titles and forward Title Clerk
• Check OFAC on all checks dispersed
• Perform TDR loans and make modifications; assist with delinquency control up to 30 days delinquent
• Print loan coupons, gather forms and check to send the title to the BMV
• Assist members with ACH paperwork, contact members with missing titles and note on loan
• Share features and benefits of products/services to deepen relationship and satisfaction of member; assess members' needs and introduce them to products and services that meet their needs:
  • To include other loans or VISA
  • credit life and credit disability insurance
  • GAP
• Be willing to offer suggestions that would enable ViaCU to provide better services
• Demonstrate how products and services work; share features and benefits of products/services
• Continually assess our members' needs and promote those products and services that meet our needs
• Perform file maintenance as is necessary, to include return mail, etc...
• Scan information into Synergy
• Serve as backup to Contact Center Representatives/overflow calls
• Open HSAs and IRAs when the IRA & Business Accounts Specialist is not available
• Send welcome cards
• Assist with ViaConnect and ViaBill Pay issues
• Order draft copies from Alloya
• Verify change of address forms against change of address report, and scan into synergy
• Approve debit/atm card applications
• Adhere strictly to credit union policies and procedures
• Assist peers and other departments as needed
• Complete other duties as assigned

Skills & Abilities

Education: High School Diploma or equivalent

Experience: Prior teller, lending, and/or MSS experience preferred

Computer Skills: Basic computer skills including Word and Excel

Certifications & Licenses:

• Valid Driver’s License
• Must be insurable
• Reliable transportation

Position Expectations

• Demonstrate and consistently model the ViaCU brand based on the mission, vision, and values.
• Demonstrate honesty and integrity and be seen as credible in the workplace.
• Accept responsibility and be accountable for your actions.
• Demonstrate ability to take care of the members’ needs while following company procedures, resolve issues in difficult situations.
• Demonstrate and model strong interpersonal skills, maintain a positive and respective attitude.
• The ability to formulate sound decisions using the available information.
• Act as a role model within and outside of the department.
• Adhere to company policies and procedures, maintaining confidentiality, and demonstrating the ability to handle sensitive matters.
• Excellent organizational skills and initiative to improve processes.
• Communicate regularly with department head about issues.
• Demonstrate flexible and efficient time management, ability to work independently and prioritize work and complete within given deadlines.

Benefits Summary

Health, Life & Disability Coverage

• Affordable medical, dental, and vision (employer co-pay)
  • Prescription Drug Plan included in the medical insurance
  • Employee Assistance Program included in the medical insurance
• Flexible Spending Account – Dependent Care
• Flexible Spending Account – Unreimbursed Medical
• Basic Life Insurance (employer paid)
• Voluntary Life & AD&D
• Long Term Disability (employer paid)
• Travel AD&D (employer paid

Paid Time Off

• Vacation
• Sick: 72 hours annually
  • Unused hours rolled over to a Sick Bank
• Personal: 16 hours annually
• Free Saturday (after 1 year)
• Holidays: 9 paid holidays
• Community Service Day: Employer paid
• Bereavement Pay

Financial & Retirement Planning

• Competitive Pay
• Annual Performance Reviews
• Incentive Pay: Some positions qualify for incentive pay
• 401(k):
  • Safe Harbor Non-Elective (employer paid)
  • Elective Deferral: Employee contribution, minimum of 1%
  • Company Match: Employer contribution, dollar for dollar, up to 3% of annual compensation
  • Discretionary Profit Sharing

Physical Demands

N (Not Applicable) Activity is not applicable to this position.

O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs/day)

Occasionally: Stand, Reach above Shoulder, Squat or Kneel, Bend,Lift/Carry and Push/Pull 11 -100 lbs

Frequently: Walk, Climb, Reach Outward, Bend, Lift/Carry and/or Push/Pull 11-20 lbs

Constantly: Sit, Reach Outward, Manually Manipulate, Visual Accuity, Talk, Hear/Listen, Lift/Carry 10 lbs or less, Push/Pull 12 lbs or less

Not Applicable: Crawl

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in an office setting. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be in a fast paced, stressful environment. Some outside environmental conditions, especially while traveling to meetings, training, or meeting with members. The noise level in the work environment is usually moderate.