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Client Engagement Specialist

2 months ago

Bowling Green, Kentucky, United States Service One Credit Union Full time
Job Overview

POSITION: Client Engagement Specialist


REPORTS TO: Branch Supervisor


Position Summary


The Client Engagement Specialist is accountable for managing all facets of the Credit Union's lending and new account initiation processes. This role assists clients in securing loans and establishing both personal and business deposit accounts while delivering outstanding service. The specialist actively promotes and cross-sells Credit Union loan and deposit offerings, ensuring a comprehensive understanding of member needs and preferences. This position is essential in nurturing and developing relationships with new, existing, and potential members through effective communication and product knowledge.


Key Responsibilities

  • Oversee the complete loan application process, including assessment and completion of applications, analysis of credit data, and collection of necessary documentation for member loan products.
  • Evaluate and recommend approval for consumer loans and credit card applications.
  • Assess applications to determine eligibility for loans and new deposit accounts.
  • Suggest enhancements and additional features for deposit accounts based on member requirements.
  • Maintain communication with members through various channels.
  • Identify and propose products that align with member needs.
  • Spot cross-selling opportunities and present relevant products and services to members.
  • Timely follow-up on referrals from the frontline team.
  • Achieve sales targets for loans, credit cards, and deposits.
  • Recommend and provide ancillary products related to loans.
  • Review account information and loan payoffs to evaluate potential member needs.
  • Stay informed about current loan policies and procedures.
  • Offer alternative solutions for non-conforming loans.
  • Ensure compliance with all internal policies, state, and federal regulations.
  • Process, approve, and finalize loan closings within designated limits, referring applications outside those limits to management.
  • Facilitate onboarding for all new members regarding account and loan setups.
  • Provide members with information on checking account benefits, tools for transitioning accounts from other financial institutions, ordering checks, and overdraft protection.
  • Encourage the use of digital tools and online banking for all new members.
  • Maintain proficiency with all digital platforms, tools, and communication methods.
  • Stay updated on LOS/DOS platforms.
  • Perform additional duties as required for the overall management and operation of the Credit Union.

Additional Duties

  • Maintain documentation and correspondence throughout the consumer loan underwriting and decision-making process, ensuring proper archiving.
  • Open and close the branch as necessary.
  • Possess knowledge of overall teller functions.
  • Document all resolved member issues in Activity Manager for tracking; escalate unresolved issues as needed.
  • Participate in all sales meetings, calls, and training sessions.
  • Stay informed about current marketing initiatives and promotions.
  • Engage in Credit Union special projects and initiatives.
  • Maintain expert knowledge of financial products and services offered by the Credit Union.

Educational/Experience Requirements

  • Education equivalent to a high school diploma.
  • Background in customer service.
  • Two years of experience in customer relationship management within the financial sector or demonstrated sales experience.

Physical Requirements

The physical demands described here are representative of those that must be met by an associate 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 associate is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and see, talk, or hear. The associate is frequently required to stand and walk. The associate must regularly lift and/or move 20-35 pounds and occasionally lift and/or move up to 80 pounds.


Qualifications

  • Demonstrated knowledge of lending and deposit products, compliance, policies, and procedures.
  • Strong communication skills; ability to tailor product and service solutions to members with varying needs.
  • Proven experience in relationship building.
  • Ability to engage members in a personable manner.
  • Self-motivated with the capacity to handle confidential information professionally.
  • Flexibility to work various schedules, including Saturdays as required.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

Job Posted by ApplicantPro