Member Experience Specialist II

4 days ago

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

Kirtland Federal Credit Union is seeking a highly skilled and experienced Member Experience Specialist II to join our team. As a key member of our financial services team, you will be responsible for providing exceptional member service, identifying financial needs, and presenting product or service options to fit member needs.

Key Responsibilities:
  • Assume responsibility for the effective and professional performance of member service functions.
  • Assist members through the remote delivery channels, meet with members to determine financial needs, create positive member experiences, 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 on accounts, name changes, check orders, debit cards, and other related duties.
  • Answer questions and solve problems for members by listening, collecting data, and educating members of their options.
  • Process teller transactions, place appropriate holds in accordance with regulations and internal compliance expectations.
  • 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 which reflects 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, notify applicants of loan decisions, and request additional information if required.
  • Assist in servicing loans by processing such items as payoff, refinances, payment extensions, and payment due date changes.
  • Ensure that lending operations are conducted in accordance with established Credit Union policies and are legally compliant.
  • Ensure that loan requests are properly documented.
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 Act (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.

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