- Maintain a general understanding of all areas related to account opening, loan products and services, ongoing account/loan maintenance and modifications.
- Perform quality control reviews of new deposit accounts, account maintenance activities, and loan files to ensure accuracy, completeness, and compliance with Credit Union policies and procedures.
- Review accuracy of other Lending processes, including but not limited to, New Credit Card orders and Limit Increases, Loan Modifications, Adverse Action Notices, Liens Not Perfected, and Employee Loans.
- Identify, document, and track quality exceptions or deficiencies and ensure timely resolution.
- Ensure documentation and processing align with credit union policies, procedures, and regulatory expectations.
- Escalate complex issues or questions to leadership, as appropriate.
- Serve as a resource to frontline staff by responding to routine questions related to account opening, account maintenance, and loan documentation.
- Assist with resolving basic member issues while maintaining a strong focus on accuracy, compliance, and member experience.
- Participate in testing and implementing improvements to processes, procedures, or workflows.
- Support the maintenance of current procedures, job aids, and documentation.
- Ensure service levels are achieved daily for our internal members and our vendors.
- Assist in resolving Help Desk Tickets and project tickets as needed.
- Ensures adherence to state and federal laws regulating CIP, new account red flags, NCUA, and Lending regulations, including but not limited to: Equal Credit Opportunity Act (ECOA, Truth in Lending (TILA), Home Mortgage Disclosure Act (HMDA), Real Estate Settlement Protections Act (RESPA), TILA/RESPA Integrated Disclosures (TRID), High Price and High Cost Mortgage Loans (HPML/HCML), Ability to Repay (ATR), and Right of Rescission.
- Complete required training and stay current on regulatory, policy, and operational changes.
- Work on special projects as assigned.
- Ensure superior service is delivered to both internal and external members by consistently exhibiting Universal Behaviors.
- Required to participate in First Source Federal Credit Union events as well as designated Community events.
- Required to travel as needed.
- Performs other duties as assigned.
UNIVERSAL BEHAVIORS Knowledgeable and Experienced - I promise to take personal ownership for learning and using that knowledge to provide value to those that I serve by:
- Looking for answers until I find them.
- Seeking opportunities to learn from others.
- Appreciating and respecting others’ views.
- Acknowledging mistakes and learning from them.
- Going out of my way to share my knowledge and experience.
Striving for Operational Consistencies - I promise to make it easy for you through consistency, efficiency, and accuracy by:
- Doing it right the first time, being thorough and accurate.
- Taking pride and ownership in my work
- Making and keeping commitments.
- Continuing to look for better ways to do things and challenging the status quo.
Rewarding Work Environment - I promise to show care, compassion, and respect toward everyone I interact with by:
- Being approachable and accessible to others.
- Creating a pleasant work environment for each other.
- Always asking what more I can do.
- Resolving differences promptly
- Recognizing the contributions of others.
- Embracing diversity in the workplace.
Committed to Member Service - I promise to deliver exceptional member service by:
- Interacting with a natural and genuine friendliness.
- Being courteous and respectful.
- Creating a welcoming environment.
- Exceeding your expectations.
- Sharing the moment and finding common ground.
QUALIFICATIONS, SKILLS AND EXPERIENCE - High School degree or equivalent plus 1+ years Credit Union or Banking Experience.
- Knowledge of Banking products and services as well as applicable regulations.
- Effective and efficient oral and written communication skills.
- Effective analytical thinking and a strong attention to detail.
- Effective interpersonal/member relation skills.
- A professional appearance.
- Effective understanding and use of Microsoft Office (i.e., Outlook, Excel, Word).
- General understanding of core system functionality within financial institution environment.
- Ability to perform well and keep up with responsibilities in a high volume, fast paced working environment.
- Ability to work in pressure situations and prioritize job duties.
- Ability to work flexible hours including evenings and Saturday’s.
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