Member Experience Specialist II

2 weeks ago

Albuquerque, United States Kirtland Federal Credit Union Full time

Working at Kirtland CU is more than a job-it's a career, and one in the financial world We pride ourselves on helping our employees learn, grow, and advance in any direction they choose. We offer a highly competitive salary, great benefits package and an energetic, vibrant work environment. Visit our careers page on our website to view our exciting opportunities and our fantastic benefits.

We are currently seeking a Part-Time Member Experience Specialist, which is a dual role as a teller/banker, to join Kirtland Credit Union.

Join the rest of our teammates and become eligible for the part-time benefits package that we offer:

  • 401(k) Retirement savings program that includes employer match.
  • Generous Paid Time Off (PTO) Program
  • Tuition Reimbursement for College Degrees
  • Employee Clothing Advance
  • Fitness Reimbursement Program
  • Employee Assistance Program
  • Short- and Long-Term Disability
  • Travel Assistance

This is what we'd like you to do:

Be responsible for creating an exceptional member experience. What does that mean? You will perform a broad variety of member service functions, including teller transactions, cash handling, account maintenance and opening new accounts. You will identify needs, develop financial relationships, and consistently provide members with opportunities for appropriate loan and deposit products and services.

These are what your duties and responsibilities will be:

  • Assumes responsibility for the effective and professional performance of member service functions.
  • Assists member through the remote delivery channels. Meet with members to determine financial needs create positive member experience, and enhance member relationships
  • Proactively analyze member financial needs and present product or service options to fit member needs
  • In depth knowledge of all deposit and consumer loan products and services
  • Complete account maintenance tasks such as: Open sub-shares submitted through all channels, adding/removing signer on account, name changes, check orders, debit cards and other related duties.
  • Answers questions and solves problems for members by listening, collecting data, and educating member of their options.
  • Process teller transactions, places appropriate holds in accordance to regulations and internal compliance expectations
  • Open and service all IRA accounts and products.
  • Consult with members regarding money management and financial matters, as appropriate.
  • Assumes responsibility for effectively receiving, reviewing, and processing all consumer loan applications.
  • Assess and interview to determine member needs, takes loan applications, gathers information, and processes all documentation on loan requests.
  • Prepare and evaluate information which reflects the current credit worthiness of members, and prepare consumer loans for underwriting approval based on KCU lending policies and procedures
  • Computes debt ratios. Verifies employment and income. Calculate terms, finance charges and insurance on loans. Determines value of collateral. Notifies applicants of loan decisions. Requests additional information if required.
  • Assists in servicing loans by processing such items as payoff, refinances, payment extensions, and payment due date changes.
  • Ensures that lending operations are conducted in accordance with established Credit Union policies and are legally compliant. Ensures that loan requests are properly documented.
  • Mortgage
  • Basic mortgage product/ program knowledge.
  • Facilitate discussion for member to meet with mortgage consultant and provide mortgage packet
  • Assumes responsibility for establishing and maintaining effective and professional business relationships with members and co-workers.
  • Resolve member's request and questions promptly and adhereing to KCU core values.
  • Utilize and adhere to lobby queuing system.
  • Ensure Credit Union's quality and professional reputation is projected and maintained.
  • Assumes responsibility for establishing and maintaining effective coordination and communication with all departments and with management.
  • Assists other branches or departments as needed. Assists all co-workers.
  • Attends meetings as required
  • Keeps Management informed of area activities and of any significant problems.
  • Assumes responsibility for related duties as required or assigned.
  • Actively and professionally identifies Credit Union services and products, meeting required goals.
  • Stays informed regarding local and national economic conditions and legal and regulatory changes.
  • Ensures proper maintenance, cleanliness, and security of work area, desks, equipment, etc.
  • Other duties as assigned

Can you bring to the table:

  • High School Diploma or GED required.
  • Loan services, policies, and procedures
  • Related legal and regulatory standards, and required loan
  • documentation
  • Basic consumer lending practices
  • In-depth credit analysis
  • Basic knowledge of Equal Credit Opportunity Act (ECOA); Fair Credit Reporting Act (FRCA); Fair and Accurate Transaction
  • Minimum one year experience working in a financial institution preferred
  • Previous lending or sales experience preferred
  • Experience with IRA and other consumer deposit products preferred
  • Prior sales experience with individual performance and/or sales goals where goals were met or exceeded routinely preferred
  • Proven member service skills and the ability to resolve problems independently or to escalate as needed to promote member satisfaction
  • Experience with customer service, identifying needs and providing solutions in a professional manner
  • Familiar with basics of credit report review

ACT (FACTA); Gramm-Leach-Bliley Financial Modernization To apply for this position, visit our careers page at

Kirtland Credit Union is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law



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