Member Relationship Advocate

Notre Dame Federal Credit Union; Notre Dame (IN); On-site; USD 36,000 - 48,000; Full time

Job summary

Notre Dame Federal Credit Union is seeking a dedicated Member Service Representative to be the primary contact for members via phone, chat, and email. You will open depository accounts, service existing ones, and promote mortgages, loans, and investments in line with our member service model.

Responsibilities include handling inquiries, processing transactions, and guiding members through online services while delivering friendly, professional, and accurate support.

Qualifications

• Bachelor’s degree preferred; extensive financial background may substitute.
• Minimum of 1 year in retail lending sales, with proven goal attainment.
• Intermediate computer proficiency and knowledge of loan origination software.

Responsibilities

• Correspond with members via phone, email, online chat, and written communication while maintaining excellent member service standards.
• Actively seek lending, investment, and mortgage referrals.
• Meet or exceed established sales, balancing, and member service goals.
• Assist members with loan applications and forward to underwriting as needed.
• Provide information and support for depository and loan accounts and online banking tools.

Skills

Customer service

Sales

Communication

Banking software

Education

Bachelor’s degree preferred

Tools

Excel

Word

Outlook

Loan origination software

Job description

PRIMARY FUNCTION

Act as the primary point of contact for our local and non-local members who reach out the Credit Union via phone, chat, or email. Responsible for opening depository accounts, servicing current accounts, referring mortgages, consumer loans, and investments. Take applications for lending products, and educate members and potential members about all Credit Union products in accordance with the Credit Union's member service model. Ensure work is performed accurately and in a manner consistent with the Credit Union's mission to provide members with quality financial services in a friendly, personal and professional manner. Actively contributes to the achievement of the branch sales and service goals.

Brief Description

PRIMARY FUNCTION

Act as the primary point of contact for our local and non-local members who reach out the Credit Union via phone, chat, or email. Responsible for opening depository accounts, servicing current accounts, referring mortgages, consumer loans, and investments. Take applications for lending products, and educate members and potential members about all Credit Union products in accordance with the Credit Union's member service model. Ensure work is performed accurately and in a manner consistent with the Credit Union's mission to provide members with quality financial services in a friendly, personal and professional manner. Actively contributes to the achievement of the branch sales and service goals.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Correspond with members through phone, email, online chat, and written communication while maintaining excellent member service standards.
• Actively seek and make lending, investment, and mortgage referrals.
• Meet or exceed established sales, balancing, and member service goals.
• Seek and maintain an understanding of loan products, review member’s relationships and communicate products that could meet their needs
• Take loan applications upon request or solicitation and forward onto Member Enhancement Advocate, or in some cases directly to underwriting.
• Responsible for routing calls and emails to appropriate departments and branches throughout the Credit Union as needed.
• Respond to member inquiries regarding the operation of depository and loan accounts, access to services, adding or changing service features on various accounts, and assisting members in making the most effective use of service offerings. Examples of these duties include, but are not limited to:
  • Responding to account balance, transaction inquiries, and rate shopping requests
  • Processing a variety of transactions including account transfers, cashier's check requests, and loan payments
  • Opening new memberships/accounts, as well as, closing accounts
  • Processing check orders
  • Researching and responding to fee refund requests
  • Utilizing Transaction Warehouse to research ACH deposits and rejected payments
  • Placing stop payments on drafts
  • Performing opt-in maintenance of checking accounts
  • Utilizing dSave and CorpOne to research statement and check copies
  • Providing information about wire requests or rejections
  • Requesting account adjustments to correct errors on accounts
• Perform maintenance and research on Visa Check Cards, including, but not limited to:
  • Issuance of cards and/or PINs
  • Activation
  • Blocking/Unblocking cards
  • Velocity limit increases
  • Researching card declines
  • Providing travel notifications
• Perform maintenance and research on Visa Credit Cards, including, but not limited to:
  • Issuing replacement cards
  • Activation
  • Verifying suspected fraudulent transact ions
  • Blocking/Unblocking cards
  • Research card declines
  • Make payments
  • Perform temporary credit line increases
  • Providing travel notifications
  • Performing address changes
  • Researching statement and transaction history
• Assist members with electronic paperwork, including, but not limited to:
  • Address changes
  • Fraud and Dispute paperwork for VCC, Draft, and ACH transactions
  • ATM Complaint or Loss Affidavit
  • Internal Transfers
  • ACI Authorizations
  • Stop Payment for ACH and drafts
  • Wire Requests
• Be experts in member banking technology, including, but not limited to:
  • Online Banking
  • Touch Tone Teller
  • Text Message Banking
  • Mobile Banking
  • Finance Works
  • Account-to-Account Transfers
• Operate CRT terminal to accurately post transactions, open and service accounts, access account information, and update member account information.
• Promote a favorable image of and goodwill for the Credit Union in the community.
• Other duties as assigned by management.

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 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.