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Emember Service Specialist

4 months ago

Philadelphia, United States SUN FEDERAL CREDIT UNION Full time

**eMember Service Specialist (eMSS)**

**Reports To**:Director of eBranch

**FLSA**: Non-Exempt

**Department**:eBranch

**Updated**:February 2021

**SUMMARY**:The eMember Service Specialist serves as the primary account opener for the eBranch and fills in where needed in the member service and consumer lending area of the eBranch. Provides a full range of products and services to members with an emphasis for acquiring, expanding, and enriching member relationships. Identifies and analyzes member needs to adequately recommend products and services.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**: _Must effectively carry out the essential duties and responsibilities of this position in a manner that consistently demonstrates Sun Federal’s mission and core values in a positive manner. Other duties may be assigned._

**1)** **The eMember Service Specialist is directly responsible for the following**:
a) Actively participates in the eMSR, New Accounts and eCLO phone agent (ACD) queues for inbound member calls.

f) Executes the eBranch and CU business plan initiatives as assigned, which includes playbook outbound calls to members.

**2)** **Assumes responsibility to develop and maintain quality member relationships.**

a) Provides personalized, professional service to all members in an exceptional manner, seeking out opportunities to exceed member expectations and deepen relationships.

b) Meets expected service levels for wait time and accuracy.

c) Ensures that all member requests are processed accurately and efficiently.

d) Maintains a high degree of knowledge in all credit union programs, ensuring quality service and accuracy.

e) Acts in the member’s best interest; consistently educate members about their financial choices including convenience service options.

f) Participates in attainment of eBranch goals.

g) Takes responsibility for deepening member relationships.

h) Displays sound judgment in handling member requests and exceptions, seeking and documenting approval as needed.

i) Consistently meets CML & established service behavior standards.

**3)** **Assumes responsibility for the efficient, effective, and accurate performance of member service functions.**

a) Completes transactions, balances, and verifies general ledger totals.

b) Represents the Credit Union in a courteous and professional manner.

c) Presents and explains Credit Union services and products to members.

d) Actively and professionally cross sells Credit Union services.

e) Actively participates in Branch “Playbook” efforts and achieves individual goals as assigned. Makes assigned outbound calls as directed.

f) Takes ownership of problems, shows empathy, and apologizes for errors and follows up appropriately. Utilizes member feedback to enhance service quality, creates equitable solutions, and increases member loyalty.

g) Executes areas of eBranch Cross Training Matrix as directed by management.

h) Ensures that work area is clean, secure, and well maintained. Assists with branch/department presentation.

i) Keeps manager informed of area activities and significant problems.

j) Refers members to Collections department, as necessary.

k) May be responsible for:
i. acting as the eBranch Marketing Liaison which includes keeping materials and staff up to date on current marketing promotions.

ii. completing member transactions, including but not limited to, deposits, withdrawals, transfers, loan payments and account maintenance.

**4)** **Assumes responsibility for effectively receiving, reviewing, and processing consumer loans.**

b) Refers member requests for Home Equity Loans and Home Equity Lines of Credit to Consumer Loan Officer, Mortgage Loan Officer, or Manager.

d) Makes loan recommendations and forwards to management for decision. Communicates decisions with members and send appropriate documentation.

e) Coordinates and processes consumer loan closings. Ensures that each loan is promptly and properly prepared, documented, processed, approved, and disbursed.

f) Counsels members regarding money management and financial matters including conducting credit report reviews. Assists in counseling members whose loan requests were denied, explaining reasons and alternatives.

g) Responsible for establishing and modifying automatic transfers of consumer loan payments.

h) Offers SunGuard payment protection, Guaranteed Asset Protection (GAP), and Mechanical Repair Coverage (MRC) coverage to members.

i) Seeks additional lending opportunities within member profiles and credit reports. Creates and identifies mutually beneficial solutions (Recaptures) for members and the Credit Union.

j) Ensures that lending operations are conducted in accordance with established Credit Union policies and are legally compliant. Ensures that loan requests are properly documented.

k) Refers member business lending needs to Consumer Loan Officer, Branch Manager or Business Services.

**Expectations for Employees**

1) Supports and advances Sun Fe