Inbound Member Relationship Officer (Located in Portage, MI)

Kalsee Credit Union; Portage (MI); On-site; USD 36,000 - 48,000; Full time

Job summary

Kalsee Credit Union in Portage, MI seeks an Inbound Member Relationship Officer to deliver exemplary service for lending and membership needs via remote channels. You will uncover hidden needs, cross-sell financial products, and support member financial wellness with a proactive, sales-driven approach.

Key duties include handling lending/membership requests, maintaining follow-ups, and ensuring quality audits and regulatory compliance while meeting monthly sales goals.

Qualifications

• 2 years of previous customer service experience in a fast paced, sales driven role required.
• Previous lending experience preferred.
• Must be highly organized and able to manage a high level of loan activity.
• Must be friendly, energetic, and professional.
• Excellent analytical, communication, and interpersonal skills.
• Must be able to learn and use a variety of software applications.

Responsibilities

• Provide extraordinary member service processing all incoming member requests for lending or membership account needs through remote channels.
• Conduct thorough interviews to uncover needs and cross-sell products to deepen member relationships.
• Meet or exceed monthly sales goals.
• Utilize The Member Advantage Program during interactions.
• Set up organized follow-ups to maintain a book of business.
• Stay up to date with knowledge on credit union products and policies.
• Ensure quality audits are met monthly (call audits, loan documentation, new account audits).
• Review activities for compliance with policies and regulations (BSA/OFAC).

Skills

Customer service

Communication

Multitasking

Organizational skills

Analytical skills

Education

High School Diploma

Tools

Microsoft Office

TCI core lending system

CU*Answers core processing system

Job description

Overview

The Inbound Member Relationship Officer provides exemplary service to Kalsee members who initiate contact directly via remote channels for lending or membership account needs. This role will provide members with an extraordinary experience in accordance with the credit union’s core values and cross sell to deepen member relationships and cultivate financial wellness.

Sales & Service

• Provide extraordinary member service seamlessly processing all incoming member requests for lending or membership account needs that come through remote channels that are, but not limited to: phone calls, emails, online applications, internal referrals.
• Conducts thorough interviews for all member requests to uncover hidden needs and cross sell additional Kalsee products and services to deepen member relationships.
• Meets or exceeds established monthly sales goals.
• Utilize The Member Advantage Program (AID,INC) process during all member and staff interactions.

Operations

• Sets up an organized system to for follow ups to all members that they have been in contact with to maintain a book of business.
• Stay up to date with knowledge on all credit union products and services.
• Maintain and grow knowledge of all Kalsee’s policies and procedures.

Quality

• Ensure all quality audit requirements are met on a monthly basis to include but not limited to: call audits, loan application & documentation audits, & new account BSA audits.
• Continuously look for ways to better the efficiency of processes as well as the quality of member service.

Compliance

• Review all activities for compliance with established policies, procedures and regulations. Regulations include but are not limited to: Bank Secrecy Act/Anti-Money Laundering/Office of Foreign Assets Control regulations.
• Participate in annual training as required by the BSA/OFAC Compliance Officer.

Requirements

• Must have a High School Diploma or equivalent.
• 2 years of previous customer service experience in a fast paced, sales driven role required.
• Previous lending experience preferred.
• Must be highly organized and able to manage a high level of loan activity.
• Must be friendly, energetic, & professional.
• Excellent analytical, communication, and interpersonal skills
• Must be able to learn and use a variety of software applications such as Microsoft Office, TCI (core lending system), CU*Answers (core processing system) etc.
• Ability to multi-task by operating multiple monitors and software systems at the same time.