Department Job Floater

Description

Department Job Floater

Job Type

Part-time

Atlanta, GA 

Job Function

Contact Center, Member Services, Teller

The Department Job Floater is responsible for assisting the Contact Center, Member Services, and Teller line with day-to-day tasks. This role will provide exceptional member service addressing member needs, supporting account and loan inquiries, and identifying opportunities to cross-sell credit union products and services. 

Duties and Responsibilities

Contact Center

• Assist Contact Center by responding to member inquiries via phone, email, and fax providing information on loans, products and services.
• Verify the identity of each caller to maintain member security and confidentiality.
• Accurately document all interactions and account activities during each member contact.
• Assist members with account transactions such as transfers, payments, stop payments, check requests, and file maintenance.
• Open and close accounts and initiate membership and loan applications via telephone and in person
• Research and resolve issues related to deposits, withdrawals, loan payments, overdrafts, fees, and other account discrepancies.
• Support members in using electronic services including online banking, mobile banking, remote deposit, and bill pay.
• Set up and troubleshoot home banking and online bill payment services.
• Process loan payments, account deposits, withdrawals, and temporary checks as needed.
• Transfer calls to appropriate departments when further assistance is required.
• Actively identify and recommend products or services that meet members' financial needs.
• Consistently deliver a professional, courteous, and member-focused experience 

Member Services

• Performs daily member services, such as opening and closing accounts.
• Presents, Identifies, recommends and promotes products and services in order to build a financial relationship in alignment with the Credit Union’s business strategy. 
• Resolves member account discrepancies by performing file maintenance and account changes as needed. 
• Recommends appropriate products and services to meet or exceed these goals, including GAP, Warranty and Credit Life and Disability Insurance for loan products.
• Interviews and assists members with the loan application process to ensure completeness of information.
• Evaluates loan applications by gathering background information on loan applicants, verifies employment and income, obtains credit bureau reports, verifies existing debts.
• Notifies applicants of loan decisions by phone within one hour and requests additional information if required. 
• Explains reasons for denial or counter-offer and explores options for members who are denied or countered.
• Processes applications from the online queue and prepares them for submission to underwriting.
• Coordinates loan closings between the member and the Loan Processor. 
• Ensures that each loan is promptly and properly prepared, documented, processed and disbursed in accordance with the Credit Union’s loan quality standards.
• Responsible for meeting production and other sales goals on a monthly basis.
• Notifies applicants of loan decisions by phone within one hour and requests additional information if required. 
• Explains reasons for denial or counter-offer and explores options for members who are denied or countered.
• Processes applications from the online queue and prepares them for submission to underwriting.
• Coordinates loan closings between the member and the Loan Processor. 
• Ensures that each loan is promptly and properly prepared, documented, processed and disbursed in accordance with the Credit Union’s loan quality standards.
• Responsible for meeting production and other sales goals on a monthly basis.

Teller

• Perform routine member transactions, including but not limited to deposits, withdrawals, cash advances, loan payments, transfers and check cashing.
• Verify and process, under dual control, night drop, mail, and ATM deposits and transactions.
• Sell credit union monetary instrument
• Cross-sell all credit union products and services.
• Responsible for performing all transactions in compliance with all policies, procedures, rules and regulations, including BSA/AML/CIP.
• Responsible for balancing cash drawer, verifying and securing cash and other credit union monetary instruments and property.

Requirements

Education and Qualifications

High School Diploma

Knowledge of Credit Union products & Services

1-2 years credit union or banking experience

Customer Service experience

Contact Center experience preferred

Cash Handling experience