Solutions Specialist

Job Overview
Position Purpose: Consistently provides an atmosphere of high-quality member service.

Confidently supports credit union sales efforts and performs transaction for members about all share and loan products and services. Consult with members and provide solutions to match their needs.

Responsibilities

• Listen to Members and ask open ended questions to offer solutions for members financial needs. Be excited to improve our members’ lives!
• Deliver a fantastic member experience by engaging and interacting with members at a human level.
• Promote credit union products and services based on member needs as determined from member focused interactions. Send thank you cards, make follow-up calls, etc.
• Serve members by providing exceptional solution minded service via telephone, text, video, chat, email, and interactive branch kiosk in a positive, professional, and efficient manner.
• Maintain current knowledge of all credit union’s services and policies.
• Ensure that all information and transactions regarding credit union members are kept confidential and enforce strict adherence to established security procedures.
• Support all marketing efforts including promotions, events, and financial education resources
• · Assist members via interactive branch kiosks with the deposit of checks and cash to accounts, verify amounts, examine checks for proper endorsement, look for signs of alteration, fictitious info or other signs of fraud, and accurately input deposits into the system. Place holds on checks when appropriate.
• Assist members via interactive branch kiosk with withdrawals from accounts, check cashing, verify amounts, and enter amounts into the system accurately. Cash checks from a variety of accounts upon proper verification account to credit union policies and procedures.
• Assist members with various transactions and requests for products/services as available via interactive branch kiosk. Communicate with members if a transaction or request for product/service is not available via interactive branch kiosk with empathy.
• Open new accounts and certificates using needs-based service techniques. Utilize technology to verify eligibility, the authentication of all applicants, and prepare documentation as needed for appropriate signatures. Ensure all required documentation is complete and accurate.
• Ensure that accounts, loans, and other solutions are setup correctly in the appropriate system so that members have fantastic experiences.
• Verify member account information and authenticity to detect potential fraud when communicating with members and report suspected fraud to management.
• Open/close accounts, process stop payments, order cards, and answer questions regarding all account types, VISA cards, ATM cards, IRAs, etc.
• Aid the Credit Administration Department in monitoring overdrawn/below minimum balance reports and transfer funds from the member’s available funds when possible. Accounts that are overdrawn/below minimum for longer than 45 days should be referred to management.
• Monitor dormant accounts and make the appropriate follow up communications with members.
• Monitor reports for compromised debit/credit cards and make the appropriate follow up communications with members.
• Monitor loans paid in full and send out appropriate communications to members, as well as prepare and send lien releases of collateral when applicable.
• Aid the Credit Administration Department in monitoring collateral loans for minimum insurance requirements. Communicate with members and document efforts in the collection notes.
• Aid our Accounting Department with their daily ACH exception processing, mobile deposit review, check posting and scanning in documents.
• Assist members with enrollment and use of all online and mobile services.
• With empathy, be solution minded assisting members with discrepancies, problems, and complaints.
• Review system notes/warnings on member accounts and follow guidance as appropriate.
• Aid the Credit Administration Department in monitoring accounts for late payments and/or delinquency status and make calls for interest, partial, or full payment. Provide exceptional solution minded service when following up on delinquent and overdue balance accounts via telephone, text, video, chat, email, and interactive branch kiosk in a positive, professional, and efficient manner.
• Aid the Credit Administration Department on negative balance and/or delinquent members to determine the reasons for negative balance and/or delinquency and assist them in developing plans to bring accounts current.
• Process all correspondence for the solution department, ensuring accuracy of work. Create form letters, type labels, and provide general administrative support.
• Notify co‐signers/guarantors regarding status of delinquent accounts.
• Maintain a detailed written record of all collection efforts into the credit union’s collection system, maintain collection files according to collection procedures, and update files and system accounts as requested.
• Research payroll deductions, stops, starts, and changes as they may affect the status of a loan repayment.
• Process mailed payments, follow up on returned mail.
• Assist members in filing debt protection and GAP claims.
• Be available for overnight travel to attend conferences and continuing education courses.
• Be prepared to periodically work irregular hours and weekends as needed.
• Other duties assigned by management as needed.

Job Type: Full-time

Pay: $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person