Video Services Representative / Senior Loan Officer

Company: MSU Federal Credit Union
Location: East Lansing
Posted on: May 17, 2022

Job Description:

Position SummaryThe Video Services Representative/Loan Officer provides a comprehensive member experience while working with members. They are responsible for engaging with members and prospects through various support technologies, including video financial software. The position requires sound judgment, professionalism, integrity, accuracy, and expediency in assisting members. Additionally, this position is responsible for providing an exceptional virtual member experience by assessing member needs and providing members with a convenient way to manage their accounts and meet their financial goals.This position requires working during Video Services hours of operations, including Saturdays. Hours could change based on business need and department growth.Work LocationThis position is an onsite role with a requirement to work all or the majority of the time at the Headquarters 2 Building in East Lansing, MI.Essential Duties and ResponsibilitiesVideo Services Employee:

• Assist members with a friendly, professional manner and support the Credit Union's mission statement
• Follow established procedures to verify members' identities properly
• Demonstrate adaptability and positivity when faced with complex situations
• Analyze, research, and resolve member's concerns and discrepancies
• Maintain appropriate availability relevant to skillset
• Utilize knowledge, judgment, and Credit Union procedures to protect members and the Credit Union from loss
• Actively participate in Credit Union initiatives and promotions and achieve assigned goals
• Manage time efficiently and take the initiative within the department; seek opportunities to develop or enhance knowledge
• Provides exceptional customer service while listening for cross-sell opportunities, explains and promotes Credit Union products and services to members and actively participates in completing referrals, and strives to meet individual goals via Video software
• Applies sales skills such as; effective listening, identifying needs, expanding and deepening member relationships, responding to verbal and non-verbal cues. Presenting solutions through product benefits, establishing methods for follow-up. Follows up with current members to promote new products and services
• Actively participate in training activities within the Video Services department and with Learning Development to ensure compliance with Credit Union policies, state and federal regulations, and laws
• Follow safety and security procedures regarding emergencies, third party access to secure areas, and communicate suspicious activity to management
• Perform other duties and assist others, as assignedVideo Services Representative I:
  • Answer questions through technology, address concerns, and problem-solve for members via Video; This includes interactions through other channels such as e-message Center and phone
  • Establish relationships with members and seek opportunities to offer products and services
  • Record detailed notes to document member interactions, complex situations, and transactions
  • Process member transactions and complete requests with accuracy and a sense of urgency
  • Answer incoming digital contacts through Video in a timely and professional manner
  • Communicate the proper use of video technology while promoting the benefits of technology and ensuring a positive experience
  • Perform all of the Video Services Representative essential duties and responsibilitiesVideo Services Representative II:
    • Perform all of the Video Services Representative I duties and responsibilities
    • Process consumer loans, IRAs, and specialty accounts with support from others
    • Process new account applications independently and offer additional products and services
    • Interview members and ask detailed questions to provide solutions that balance member needs with Credit Union risk
    • Communicate with members through the new account onboarding process and actively follow up to secure loan funding and discuss additional products and services
    • Actively assist members with incoming calls to Video Services in a timely and professional manner.
    • Troubleshoot and resolve issues with programs and platforms used in Video ServicesVideo Services Loan Officer I:
      • Perform all of the Video Services Representative I and II duties and responsibilities
      • Approve, process and disburse consumer loans, new accounts, IRAs, and specialty accounts independently while offering additional products and services
      • Take ownership of complex transactions with confidence, knowledge, and creativity.
      • Assume risk and utilize lending limits commensurate with the level
      • Provide financial education to assist members with solutions to achieve their financial goals
      • Handle escalated member situations and take appropriate action to resolve themVideo Services Loan Officer II:
        • Perform all of the Video Services Representative I and II and Loan Officer I duties and responsibilities
        • Assist members and coworkers with greater depth of knowledge of products, services, and procedures, becoming a resource in Video Services
        • Assume risk and utilize lending limits commensurate with the level while assisting others in the decision-making of Consumer Loans
        • Process, review, and close home equity loans with support from others
        • Review applications and provide decision-making assistance to others
        • Share knowledge and present information from collaborative groups, committees, and department shadowsVideo Services Loan Officer III:
          • Perform all of the Video Services Representative I and II, and Loan Officer I and II duties and responsibilities
          • Assist members and coworkers with greater depth of knowledge of products, services, and procedures
          • Assume risk and utilize lending limits commensurate with the level while mentoring coworkers in the development of their lending ability
          • Process, approve, and close home equity loans independently
          • Assist with the training of others
          • Recognize and seek opportunities to assist others with complex issues
          • Lead and actively support others through training, promotions, decision-making, and risk assessment
          • Identify opportunities and make suggestions for process improvements
          • Develop, monitor, and garner participation for Video Services promotions to support Credit Union goals
          • Support Credit Union direction while helping others understand the purpose
          • Engage and motivate others in achieving personal and Video Services goals
          • Initiative to recognize and take action on complex situations
          • Bring process improvement and efficiency suggestions forward to improve productivity to enhance member service
          • Act as an in-charge person within Video Services in the absence of managementVideo Services Senior Loan Officer:
            • Perform all of the Video Services Representative I and II, and Loan Officer I and II and III 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
            • Share advanced knowledge of consumer loans, new accounts, home equity loans, and specialty accounts independently while actively mentoring others.
            • Assume risk and utilize lending limits commensurate with the level while mentoring coworkers in Credit Union philosophy
            • Participate in training activities within Video Services and the Learning and Development department; such training helps ensure staff compliance with Credit Union policies and state and federal regulations and laws.
            • Initiative to recognize and take action on complex situations
            • Bring process improvement and efficiency suggestions forward to improve productivity to enhance member service Knowledge, Skills, and Abilities RequiredVideo Services Representative I:
              • Effective communication skills
              • Interpersonal skills
              • Analytical skills and the ability to work independently
              • Typing skills with emphasis on accuracy
              • Math and general clerical aptitude
              • Sales skills
              • Ability to multitask and prioritize
              • Attention to detail
              • Possess knowledge of Credit Union systems, products, services, and procedures
              • Reliability and dependability
              • Conflict resolution skills
              • Completion or pursuit of Bachelor's degree preferredVideo Services Representative II:
                • All of the Video Services Representative I knowledge, skills, and abilities
                • Advanced sales skills with the ability to demonstrate these skills to others
                • Functional understanding of Credit Union systems, products, services, and procedures
                • Develop an understanding of risk management
                • Knowledge of credit reports, interviewing and information gathering for underwriting decisions, Credit Union lending policy and guidelines, and state and federal regulations
                • Functional knowledge of Credit Union systems, products, services, and proceduresLoan Officer I:
                  • All of the Video Services Representative I and II knowledge, skills, and abilities
                  • Advanced analytical skills
                  • Strong sales skills with the ability to develop these skills in others
                  • Possess an understanding of risk management
                  • Advanced knowledge of Credit Union systems, products, services, and proceduresLoan Officer II:
                    • All of the Video Services Representative I and II, and Loan Officer I knowledge, skills, and abilities
                    • High level of sales skills with the ability to develop these skills in others
                    • Comprehensive understanding of Credit Union systems, products, services, and procedures
                    • Leadership skills to mentor and train others
                    • Demonstrates independent thinking and a sense of risk management
                    • Work independently and meet deadlines with minimal supervisionLoan Officer III:
                      • All of the Video Services Representative I and II, and Loan Officer I and II knowledge, skills, and abilities
                      • 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, interviewing, and information gathering for underwriting decisions, and a proven history of sound lending and member service decisions.
                      • Ability to handle and resolve conflict
                      • Leadership skills to maintain Video Services operations in the absence of management
                      • Ability to present information effectively to Video Services employees and othersSenior Loan Officer:
                        • All of the Video Services Representative I and II, and Loan Officer I and II and III knowledge, skills, and abilities
                        • Ability to contribute to coworker's development through mentoring and training
                        • Enhanced ability to handle escalated member situations and assist other's in doing the same
                        • Ability to apply holistic understanding of Credit Union strategies and overarching vision
                        • Leadership skills to identify opportunities for training and development needs within the department
                        • Perform other duties and assist other employees, as assigned Physical Demands and Work Environment
                          • May be required to remain in a stationary position for an extended period.
                          • Ability to operate standard office technology, equipment, and tools, including many hours of computer and phone usage
                          • Occasionally needs to move about inside of office area
                          • Exposure to a potentially hazardous condition, i.e., robbery. Receives detailed instructions/procedures to maintain and minimize the exposure
                          • This position requires onsite presence at the employee's assigned location for all scheduled shifts.EducationRequired
                            • High School or betterEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: MSU Federal Credit Union, East Lansing , Video Services Representative / Senior Loan Officer, Sales , East Lansing, Michigan