Position Summary

The eServices Specialist/Loan Officer provides a comprehensive member experience by working with members, primarily through written communication, to review their overall financial situation and make product or service recommendations. The position uses sound judgment, professionalism, integrity, accuracy, verification, and expediency in assisting members.

This position requires the ability to work varied hours between 7:00 a.m. and 9:00 p.m. Monday-Friday and 8:45 a.m. and 5:00 p.m. on Saturdays.

Essential Duties and Responsibilities

eServices Employees

• Assist members in a friendly, professional manner and support the Credit Union mission statement via email, ComputerLine, Live Chat and when necessary, on the telephone or in person, with their financial transactions using the in-house computer system and specialized e-commerce software programs
• Communicate to members with a thorough, professional, and friendly response
• Actively participate in Credit Union initiatives and promotions and achieve assigned goals
• Demonstrate adaptability and a positivity when faced with complex situations
• Analyze, research, and resolve member issues
• Use knowledge and judgment to protect members and the Credit Union from loss
• Understand and comply with regulations relating to financial products and services
• Educate current and prospective members about Credit Union products and services
• Follow safety and security procedures regarding robbery and emergency situations, third party access to secure areas, and communicate suspicious activity to management
• Manage time efficiently and take initiative within the department; seek opportunities to develop or enhance knowledge
• Actively participate in training activities within the department and with the Learning and Talent Development Department to ensure compliance with Credit Union policies and state and federal regulations and laws
• Perform other duties and assist others, as assigned
• Assist members in a friendly, professional manner and support the Credit Union mission statement via email, ComputerLine, Live Chat and when necessary, on the telephone or in person, with their financial transactions using the in-house computer system and specialized e-commerce software programs
• Communicate to members with a thorough, professional, and friendly response
• Actively participate in Credit Union initiatives and promotions and achieve assigned goals
• Demonstrate adaptability and a positivity when faced with complex situations
• Analyze, research, and resolve member issues
• Use knowledge and judgment to protect members and the Credit Union from loss
• Understand and comply with regulations relating to financial products and services
• Educate current and prospective members about Credit Union products and services
• Follow safety and security procedures regarding robbery and emergency situations, third party access to secure areas, and communicate suspicious activity to management
• Manage time efficiently and take initiative within the department; seek opportunities to develop or enhance knowledge
• Actively participate in training activities within the department and with the Learning and Talent Development Department to ensure compliance with Credit Union policies and state and federal regulations and laws
• Perform other duties and assist others, as assigned

eServices Specialist I:

• All of eServices Employees essential duties and responsibilities
• Answer questions, concerns, and problem-solve for members via the eMessage Center, Outlook, the online applications program, Live Chat, on the telephone, and in person concerning services provided by the Credit Union
• Record detailed notes to document member interactions, complex situations, and transactions
• Process member transactions and complete requests with accuracy and a sense of urgency
• Process new account and Visa applications with support from others
• Actively identify member needs and offer additional products and services

eServices Specialist II:

• All of eServices Employees and eServices Specialist I essential duties and responsibilities
• Process new account and Visa applications independently
• Process and approve member loan applications with support from others, utilizing credit reports, provided applicant information, account history, and members' relationship to make informed decisions
• Take ownership of and process complex transactions with urgency and attention to detail to protect members and the Credit Union from loss

eServices Loan Officer I:

• All of eServices Employees and eServices Specialist I and II duties and responsibilities
• Ability to process and approve member loan applications independently
• Assume risk and utilize lending limits commensurate with level
• Contact members by phone when necessary to clarify details of applications or securely verify details of member requests for advanced transactions such as ACH origination or wire transfers

eServices Loan Officer II:

• All of eServices Employees, eServices Specialist I and II, and Loan Officer I essential duties and responsibilities
• Disburse member loan applications and ensure that loans are set up completely and accurately
• Assist and mentor eServices employees through new employee, wire, and new account trainings
• Confidently assume appropriate risk in situations of greater complexity and utilize lending limits commensurate with level

Handle escalated member situations with support from others and take appropriate action to resolve them

eServices Loan Officer III:

• All of eServices Employees, eServices Specialist I and II, and Loan Officer I and II essential duties and responsibilities
• Assist members and coworkers with greater depth of knowledge of products, services, and procedures, becoming a known resource throughout the department
• Assist and mentor eServices employees in reviewing applications, approve loans which exceed others' lending authority
• Assist in leading department trainings
• Process, review, and close home equity loans with support from others
• Work with management to identify and address the training needs of the department
• Handle escalated member situations independently and take appropriate action to resolve them
• Engage and motivate others in achieving personal and department goals
• Act as in-charge person in the department in the absence of management

Senior eServices Loan Officer:

• All of eServices Employees, eServices I and II, and Loan Officer I, II, and III essential duties and responsibilities
• Assist members and coworkers with greater depth of knowledge of products, services, and procedures, becoming a known resource throughout the Credit Union
• Process, approve, and close home equity loans independently
• Provide employees with direction and perspective regarding complex decision making on approving products and services
• Educate employees on skills such as lending decisions, written correspondence, and global thought process
• Independently review loan and membership applications for eServices employees; develop creative solutions for members based on global thought process, prior lending knowledge, and in accordance with policies and guidelines
• Evaluate the Credit Union's processes and procedures and offer suggestions for increased efficiencies and cost reduction
• Assist others in handling escalated member situations and take appropriate action to resolve them

Knowledge, Skills, and Abilities Required

eServices Specialist I:

• Strong written and verbal communication skills
• Grammatical and typing skills with an emphasis on accuracy
• Analytical skills and the ability to work independently
• Interpersonal skills
• Sales skills
• Functional knowledge of Credit Union systems, products, services, and procedures
• Ability to multitask and prioritize
• Completion or pursuit of Bachelor's degree preferred

eServices Specialist II:

• All of the eServices Specialist I knowledge, skills, and abilities
• Excellent written and verbal communication skills
• Advanced sales skills with the ability to demonstrate these skills to others
• Basic knowledge of credit reports and information gathering for underwriting decisions, Credit Union lending policy and guidelines, and state and federal regulations
• Advanced knowledge of Credit Union systems, products, services, and procedures

eServices Loan Officer I:

• All of the eServices Specialist I and eServices Specialist II knowledge, skills, and abilities
• Ability to process and approve member loan applications independently
• Advanced analytical skills
• Strong sales skills with the ability to develop these skills in others

eServices Loan Officer II:

• All of the eServices Specialist I and eServices Specialist II and Loan Officer I knowledge, skills, and abilities
• Represent the department on Credit Union committees, special projects, and initiatives
• Work independently and meet deadlines with minimal supervision
• Ability to disburse member loans
• High level of sales skills with the ability to develop these skills in others
• Demonstrate independent thinking and an understanding of risk management
• Comprehensive knowledge of Credit Union systems, products, services, and procedures
• Leadership skills and the ability to mentor and train others
• Ability to handle and resolve conflict
• Advanced ability to make decisions and problem resolution skills on member accounts

eServices Loan Officer III:

• All of the eServices Specialist I and eServices Specialist II Loan Officer I, and Loan Officer II knowledge, skills, and abilities
• Excellent problem resolution skills
• Ability to work and effectively collaborate in a group setting
• Proven ability to make complex decisions and mentor others to do the same
• Ability to motivate and influence others
• Expert knowledge of credit reports and information gathering for underwriting decisions
• Proven history of good lending and member service decisions
• Leadership skills to maintain department operations in the absence of management
• Ability to present information effectively to the eServices employees and others

Senior eServices Loan Officer:

• All of the eServices Specialist I and eServices Specialist II Loan Officer I, Loan Officer II, and Loan Officer III knowledge, skills, and abilities
• Enhanced ability to handle escalated member situations and assist other's in doing the same
• Contribute to employee development and culture throughout the department
• Three or more years of work experience in the Credit Union or in a financial institution to have acquired knowledge in member service, Visa and loan products, and approving standards and procedures
• Ability to apply holistic understanding of Credit Union strategies and overarching vision

Physical Demands and Work Environment

• Ability to utilize office equipment including work at a computer, interact with others, and move about the department
• Required to sit for longer periods of time
• Ability to lift up to 50 pounds
• Normal office environment where there is minimal discomfort due to temperature, dust, noise, and other factors
• Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure