Member Experience Specialist II

3 days ago

Albuquerque, New Mexico, United States Kirtland Federal Credit Union Full time
Job Title: Member Experience Specialist II

We are seeking a highly skilled Member Experience Specialist II to join our team at Kirtland Credit Union. As a key member of our team, you will be responsible for providing exceptional member service, identifying financial needs, and presenting product or service options to meet those needs.

Key Responsibilities:
  • Assume responsibility for the effective and professional performance of member service functions.
  • Assist members through remote delivery channels, meet with members to determine financial needs, and enhance member relationships.
  • Proactively analyze member financial needs and present product or service options to fit member needs.
  • Complete account maintenance tasks, such as opening sub-shares, adding/removing signers, and processing debit cards.
  • Answer questions and solve problems for members by listening, collecting data, and educating members on their options.
  • Process teller transactions, place holds in accordance with regulations and internal compliance expectations, and open and service all IRA accounts and products.
  • Consult with members regarding money management and financial matters, as appropriate.
  • Assume responsibility for effectively receiving, reviewing, and processing all consumer loan applications.
  • Assess and interview to determine member needs, take loan applications, gather information, and process all documentation on loan requests.
  • Prepare and evaluate information reflecting the current credit worthiness of members, and prepare consumer loans for underwriting approval based on KCU lending policies and procedures.
  • Compute debt ratios, verify employment and income, calculate terms, finance charges, and insurance on loans, determine value of collateral, and notify applicants of loan decisions.
  • Assist in servicing loans by processing items such as payoff, refinances, payment extensions, and payment due date changes.
  • Ensure lending operations are conducted in accordance with established Credit Union policies and are legally compliant.
  • Maintain effective and professional business relationships with members and co-workers.
  • Resolve member requests and questions promptly and adhere to KCU core values.
  • Utilize and adhere to lobby queuing system.
  • Ensure Credit Union's quality and professional reputation is projected and maintained.
  • Assume responsibility for establishing and maintaining effective coordination and communication with all departments and with management.
  • Assist other branches or departments as needed, and assist all co-workers.
  • Attend meetings as required, and keep management informed of area activities and significant problems.
  • Assume responsibility for related duties as required or assigned.
  • Actively and professionally identify Credit Union services and products, meeting required goals.
  • Stay informed regarding local and national economic conditions and legal and regulatory changes.
  • Ensure proper maintenance, cleanliness, and security of work area, desks, equipment, etc.
Requirements:
  • 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 (FACTA); Gramm-Leach-Bliley Financial Modernization.
  • 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.

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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