Member Enhancement Advocate

American RENOLIT Corporation; Notre Dame (IN); On-site; USD 40,000 - 60,000; Full time

Job summary

Notre Dame Federal Credit Union is seeking a loan officer to identify members' financial needs and promote appropriate loan and deposit products. You will handle applications by phone and online, pro-actively cross-sell and refer to related departments, while maintaining excellent member service and completing required reports.

As part of the Shamrock Center, you will initiate outbound calls, build relationships, and contribute to meeting sales goals and member satisfaction.

Qualifications

• Bachelor’s degree preferred, however an extensive financial institution background may be substituted.
• Minimum of one (1) year experience in retail lending sales, with proven track record of meeting goals preferably in the origination/servicing of consumer loans at a financial institution.
• Intermediate level computer proficiency/keyboard skills and knowledge of loan origination software is required.

Responsibilities

• Maintain expert knowledge of all Notre Dame FCU products and services.
• Actively determine members’ financial needs to recommend appropriate products and solutions.
• Correspond with members by phone, email, and written communication with high service standards.
• Generate new and repeat sales by providing accurate product and technical information.
• Input loan applications online or via referrals, excluding first mortgages.
• Follow up with members to ensure ongoing satisfaction and resolve complaints.

Skills

Retail lending

Customer service

Telephone sales

Cross-selling

Communication skills

Education

Bachelor’s degree preferred

Tools

Loan origination software

Excel

Word

Outlook

Job description

• Employee Type Full Time Nonexempt

Contact information

• Name Human Resources

PRIMARY FUNCTION

This position actively identifies the financial needs of the members of Notre Dame Federal Credit Union and seeks out opportunities to meet their consumer borrowing needs, while referring other needs to appropriate partners. This position will serve as primary point of contact for current and potential members for loan product questions and applications through phone calls and online applications in the Shamrock Center. This position will initiate outbound calls in order to strengthen relationships with members, and increase our overall share in the market. This position will actively seek referrals and follow up on new leads while identifying sales prospects. This position will actively contribute to the achievement of Shamrock Center sales and service goals in order to meet both professional and business goals while achieving member satisfaction, revenue generation, and establishing long-term member relationships.

ESSENTIAL DUTIES & RESPONSIBILITIES

This position must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of Notre Dame Federal Credit Union in a positive manner. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The duties identified below are the essential functions of the position and other duties may be assigned.

• Maintain an expert level knowledge of all products and services offered by Notre Dame FCU.
• Actively determines members’ financial needs, requirements, and expectations in order to recommend appropriate products and solutions.
• Correspond with members through phone, email, and written communication while maintaining excellent member service standards.
• Effectively generates new and repeat sales by providing accurate product and technical information in a professional manner.
• Accurately presents rates and terms in accordance with standard procedures.
• Accurately input loan applications received online, through calls, by referral, or in cross-sell for all Notre Dame FCU loan products, excluding only, first mortgages.
• Ensures timely follow-up communication with members following sales to make certain ongoing member satisfaction is tracked and improved and to assist in resolving any complaints.
• Manages pipeline for originated applications through closing and accurately completes required management reports.
• Proactively cross sells products and services on every loan application and member interaction by counseling members with regards to deposit products and other non-lending services.
• Assists members in opening new accounts when the membership is required for a loan and actively promotes checking accounts and debit card usage.
• Provides referrals to other departments including the mortgage department, investment services, and the Private Member Group
• Develops sales strategies, maintains and expand referral sources, participates in community and organizational activities
• Contact new and existing members about products and services identified through specific marketing campaigns
• Initiate calls on credit bureaus to determine additional opportunities.
• In a back-up capacity, provides assistance for the Virtual Service team of the Shamrock Center to respond to member’s inquiries and provide service for all types of member needs, including account inquiries, online member banking service, and basic member questions.

SUPERVISORY RESPONSIBILITIES

No requirement.

PERFORMANCE STANDARDS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This position will require the knowledge to effectively process all consumer loan applications and analyzes loan products in order to attain the lending goals and objectives of the Credit Union. A professional appearance and attitude is required. In addition, such persons must be able to generate applications and process loans in a timely manner.

Requirements

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individual will either need to transfer or obtain a Nationwide Mortgage Licensing System & Registry (NMLS) number to comply with lending guidelines and regulations with respect to Notre Dame FCU home equity products.

EDUCATION AND/OR EXPERIENCE

• Bachelor’s degree preferred, however, an extensive financial institution background may be substituted.
• Must have a minimum of one (1) year experience in retail lending sales, with proven track record of meeting goals preferably in the origination/servicing of consumer loans at a financial institution.
• Intermediate level computer proficiency/keyboard skills and knowledge of loan origination software is required.

LANGUAGE SKILLS

Qualified individuals must be able to read and interpret documents such as credit bureau reports, debt to income ratio reports, technical procedures, government regulations, as well as policy and procedure manuals. The ability to write routine reports and correspondence is required, along with the ability to speak effectively with borrowers and other partners of the organization.

MATHEMATICAL SKILLS

A qualified person must be able to solve practical problems and to deal with a variety of concrete variables in situations where only limited standardization exits. This position requires the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. In addition, this person must be able to compute rates, ratios and percents, to draw and interpret bar graphs, and to interpret a variety of instructions furnished in written, oral, or diagrams.

REASONING ABILITY

A qualified person must be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written form, including but not limited to government regulations.

OTHER SKILLS & ABILITIES

This position will require the use of Credit Union's computer system for input/output transactions. Such use includes, but not limited to, retrieval of information, printing out individual statements of account, inputting data, updating information, special access to certain fields, and general maintenance of the credit/lending financial and ancillary records. In addition, this person must be able to utilize a variety of software programs such as Excel, Word, and Outlook.

A qualified individual will also need the ability to utilize on-screen loan processing provided by the Credit Union's core processing or by a stand-alone Personal Computer system tied to the core system as well as other ancillary software programs. Also, the ability to operate standard office machines such as a photocopier; fax machine, personal computer and any such equipment normally found in a modern loan department of a bank or credit union.

Must have the ability to persuade and influence others as well as having strong interpersonal and communication skills. Excellent telephone sales personality skills necessary. Ability to work in a fast-paced, self-directed environment needed. Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the member, collaborate with others, solve problems creatively, be assertive, manage time effectively, and demonstrate high integrity are all required.

PHYSICAL DEMANDS

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

While performing the duties of this job, the partner is regularly required to use hands to finger, handle or feel objects, tools, or controls and talk and hear. The partner frequently is required to walk and sit. The partner is occasionally required to stand, reach with hands and arms and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, peripheral vision, and the ability to adjust focus. The partner must occasionally lift and/or move up to 50 pounds.

MENTAL DEMANDS

The partner is frequently required to use alertness, precision, resourcefulness, problem solving, numeric, persuasiveness, auditory perception, memory, creativity, concentration, judgment, writing ability, reading ability, reasoning, imagination, initiative, patience, visual perception, comparing and analyzing.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a partner encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet to moderate.

REGULATORY COMPLIANCE & CONFIDENTIALITY

Follows regulatory and policy compliance requirements, which would include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, and other compliance related Policies. Also, this position requires maintaining confidentiality with regard to non-public information about our members and Notre Dame Federal Credit Union.

Summary

Notre Dame Federal Credit Union humbly began in 1941 as a conversation between two professors from the University of Notre Dame. Now, over 75 years later, we have grown into a national, award-winning financial institution serving over 56,000 members worldwide. We consider our partners (employees) to be one of our greatest assets to this success. We strive to make great things happen for our members and partners by changing one life every day. If you share that same passion for making an impact on someone’s life, you should apply to join the Notre Dame FCU family.