Consumer Loan Service Rep III Position Summary
Receive phone calls and assist members and staff with a wide variety of concerns and provide the highest quality member service. Provides operational support duties of the Consumer Lending Service department by providing a full range of escalated level professional and technical support to members and Credit Union personnel. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.
Essential Job Functions and Responsibilities
1. Manage Consumer Lending Help Desk, providing support, direction, and coaching for all employees regarding consumer loan service questions and processes. Assist with escalated member service issues including (but not exclusive of) CPI, Hardship and Interest Only Payments, Simple Interest, and other questions regarding loan service. Provide feedback to management of critical issues and member concerns to support ongoing efforts to improve consumer lending service.
2. Complete administrative maintenance in Consumer Lending systems for users, products, and settings. Add, edit, and delete procedures, processes, and information in the knowledge management system. Assist Title department with various processes, research, and backup.
3. Process CPI Manual Postings and complete maintenance. Process PTA checks for Indirect loans. Complete guarantee of Lien requests. Projects as assigned, including but not limited to LOS system change testing, data validation, loan corrections, and file maintenance.
4. Respond to members' questions, issues and problems by doing the necessary research and providing answers and/or resolving problems to members' satisfaction. Respond to questions and issues of TTCU employees by providing information on TTCU guidelines, policies, procedures or products that will help resolve members issue or questions. Provide backup phone coverage for the Consumer Lending Service call queue.
MINIMUM QUALIFICATIONS
Educational Requirements: High School Diploma or GED required
Associates Degree in Business, Finance or other related discipline preferred
Certificates/Licenses
Must have and maintain a valid driver's license
Experience
2 Years Intermediate Member service experience in a financial institution or related industry
1 Year experience working with title and lien entry laws
Position Competencies
Collaborates - Is an effective team player who adds complementary skills and contributes valuable ideas, opinions and feedback; communicates in an open and candid manner and can be counted upon to fulfill any commitments made to others on the team.
Effective Communication - Utilizes a variety of communication modalities effectively and appropriately across multiple channels.
Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.
Member Focus - Builds and maintains collaborative relationships with internal and external members which result in member satisfaction with both the process and the outcome.
Resilient - Maintains composure under pressure; handles difficult situations effectively, maintains a positive attitude despite adversity; uses adversity as a learning opportunity.
Self-Motivated - Proactively takes the initiative to accomplish necessary tasks and seize new and often times challenging opportunities.
Job Knowledge
1. Intermediate knowledge with Microsoft Office (Word, Excel, PowerPoint, SharePoint, Teams, and Outlook)
2. Intermediate experience working with title and lien entry laws
3. Excellent organization skills with attention to detail and accuracy
Interpersonal Skills
1. Intermediate written and verbal communication skills including good grammar skills, are required for working directly with co-workers and members.
2. Good telephone skills required
3. Ability to learn proprietary computer software such as Keystone, On Base, and Cisco Agent Desktop
4. Ability to create an atmosphere which promotes TTCU's Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic attitude
5. Ability to maintain a professional demeanor while providing extraordinary service to members and fostering teamwork among employees
Working Conditions
1. Routinely perform work indoors in climate-controlled shared work area with a moderate level of noise.
2. Must be able to perform job functions either independently or under supervision and work effectively on own. Must be able to plan their own work activities as well as take direction. Must be able to read and carry out various complicated written and oral instructions.
3. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy.
4. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
5. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
6. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Job Type: Full-time

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