Video Services Representative / Senior Loan Officer

Company: MSU Federal Credit Union
Location: East Lansing
Posted on: June 14, 2022

Job Description:

Position Summary The 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 Location This 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 Responsibilities Video 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 assigned Video 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 responsibilities Video 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 Services Video 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 them Video 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 shadows Video 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 management Video 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 Required Video 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 preferred Video 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 procedures Loan 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 procedures Loan 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 supervision Loan 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 others Senior 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. Education
Required
High School or better Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The 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