Job Description
Job Description
FUNCTIONAL SUMMARY:
Develops, leads, coaches and trains the Member Support staff in the skills necessary to perform the daily responsibilities associated with excellence in communication, accuracy in transactions and problem resolution, loan origination, goal achievement and Sales and Service skill usage.
RESPONSIBILITIES:
Performs all the duties and functions of a Member Support Specialist. Role models and coaches appropriate sales and service skills with the staff.
Assists in maintaining, updating and communicating Member Support procedures.
Assists the Member Support Supervisor in leading the Member Support toward exceeding goals with regard to the cross sales of loans, products and services, operational, lending and online objectives, following of policies and procedures, and coaching and developing the staff.
Accurately originates consumer loans via telephone. Coaches Member Support Representatives to follow up with members to ensure loan originations received are funded satisfactorily.
Instills PASSION within the Member Support team by executing engagement initiative, modeling skills, and living our Core Values. Motivates staff by encouraging maximum potential and morale by utilizing rewards and recognition in a fun spirited, team oriented environment.
Assists in training Member Support staff as needed.
Functions as a Membership Officer as assigned by the Board of Directors.
Performs all the duties and functions for the ATM/Debit card issuance, including all new, reissues, maintenance, and exceptions on the associated system.
Communicates to the Member Support Supervisor, as needed, regarding the departmental daily issues, opportunities and successes.
Functions as backup to the Member Support Supervisor, in his/her absence, under the guidance of the Retail Operations Manager.
Authorizes exceptions to accepted procedures when circumstances warrant
Assists in the development of departmental and individual goals and action steps for Member Support staff and meets with supervisor to discuss progress towards the achievement of goals.
Actively participates, in conjunction with the Member Support Supervisor in evaluating and developing Member Support Representatives within current policies and procedures established.
Works towards achieving sales/service goals by attending department meetings, one-on-one meetings and product knowledge and selling skills training on an ongoing basis.
Perform risk analyses in order to prevent or minimize potential fraud losses by verifying purchases, member identity, and account transactions.
QUALIFICATIONS:
High School diploma or equivalent required.
Minimum of three years experience in a sales and service environment required.
Supervisory experience preferred, not required.
Minimum of three years experience in a financial services and lending environment preferred.
Strong interpersonal, written/verbal communication and organizational skills needed
Strong technology skills. Experience in a windows environment including Outlook, Excel, Word, PowerPoint and Access
Strong communication and relationship building skills required.
Must have excellent cross-selling and problem solving skills, and possess a professional and positive attitude.
Must be able to motivate a team of individuals to achieving high-level results.
Must be eligible to register with the Nationwide Mortgage Licensing System & Registry (NMLS) and must maintain registration with NMLS as a registered Mortgage Loan Originator (MLO).
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