First Community Credit Union
Member Service Representative - Payoff Specialist
First Community Credit Union, Rockford, Illinois, United States, 61103
Description: Primary Responsibilities:
1. Model a high energy, world-class service and sales culture within the branch and credit union. 2. Conduct outbound indirect welcome calls to new members joining FirstCCU via dealership partners providing initial member guidance on payment setup, digital tools, and key contact information. 3. Field incoming payoff requests focusing on member retention. 4. Accurately document member interactions in FirstCCU systems. 5. Uphold a strong sales culture within the credit union. Primary
Qualifications:
Passionate and enthusiastic; possess world class service and leadership skills; strong knowledge and understanding of FirstCCU products and services; strong analytical and customer service skills. Essential Duties and Responsibilities: 1. Live the First Community Credit Union Mission, Vision and Values within the organization and our communities. 2. Instill an energetic, world-class service and sales culture that continually strives to improve the way we serve our members. 3. Build strong relationships with new and existing members that lead to sales, cross-sales and sales referrals. Identify member needs and align products and services that help achieve their financial goals and those of the credit union. 4. Follow the established FirstCCU lending policy and underwriting guidelines. 5. Conduct outbound welcome calls to all new indirect loan members within 48 hours of loan funding. 6. Follow consistently trained language and/or scripting to create a warm, professional introduction to the member's assigned Member Relationship Manager focusing on identifying cross-selling opportunities. 7. Track and report call completion rates and member responses within Synapsys CRM. 8. Take inbound requests for loan payoffs. 9. Proactively identify questions, concerns, or refinance risk indicators during calls and route to appropriate staff member if needed. 10. Proactively work to retain more than 50% of indirect members. 11. Review and update information on member record file, including address, phone, email, credit rating, check accuracy of loan screens and documents. 12. Review record of collateral insurance on loan and request of insurance coverage from members. 13. Answer telephone requests for loan information and the credit union's products and services. 14. Follow all state and federal laws and regulations. 15. Assist in promoting a positive credit union image during non-working hours. 16. Perform other duties and responsibilities as assigned or deemed necessary in order to meet the credit union's goals and objectives. Requirements: Required Knowledge, Skills, and Abilities:
1. Passionate and enthusiastic. 2. Strong leadership skills; including planning, organizational, communication, mentoring, coaching, staff development, and goal setting. 3. World-class service skills. 4. Intermediate knowledge of credit union products; services; loan policies and procedures. 5. Strong sales and sales coaching skills. 6. Knowledge of federal and state regulations relating to credit union operations management. 7. Knowledge of Microsoft Office applications. 8. Knowledge of intermediate math (calculations and concepts involving decimals, percentages, fractions, etc.) 9. Availability to work weekends and extended hours, as needed. 10. Availability to attend special off site sales events and credit union functions, as needed. 11. Outgoing personality, with the ability to ask for new business and capable of making outbound phone calls. 12. Works well with others and follows directions. 13. Able to work independently. 14. Detail oriented. 15. Willing to make underwriting decisions. Compensation details:
22-25 Hourly Wage PI63cd08e8e5-
1. Model a high energy, world-class service and sales culture within the branch and credit union. 2. Conduct outbound indirect welcome calls to new members joining FirstCCU via dealership partners providing initial member guidance on payment setup, digital tools, and key contact information. 3. Field incoming payoff requests focusing on member retention. 4. Accurately document member interactions in FirstCCU systems. 5. Uphold a strong sales culture within the credit union. Primary
Qualifications:
Passionate and enthusiastic; possess world class service and leadership skills; strong knowledge and understanding of FirstCCU products and services; strong analytical and customer service skills. Essential Duties and Responsibilities: 1. Live the First Community Credit Union Mission, Vision and Values within the organization and our communities. 2. Instill an energetic, world-class service and sales culture that continually strives to improve the way we serve our members. 3. Build strong relationships with new and existing members that lead to sales, cross-sales and sales referrals. Identify member needs and align products and services that help achieve their financial goals and those of the credit union. 4. Follow the established FirstCCU lending policy and underwriting guidelines. 5. Conduct outbound welcome calls to all new indirect loan members within 48 hours of loan funding. 6. Follow consistently trained language and/or scripting to create a warm, professional introduction to the member's assigned Member Relationship Manager focusing on identifying cross-selling opportunities. 7. Track and report call completion rates and member responses within Synapsys CRM. 8. Take inbound requests for loan payoffs. 9. Proactively identify questions, concerns, or refinance risk indicators during calls and route to appropriate staff member if needed. 10. Proactively work to retain more than 50% of indirect members. 11. Review and update information on member record file, including address, phone, email, credit rating, check accuracy of loan screens and documents. 12. Review record of collateral insurance on loan and request of insurance coverage from members. 13. Answer telephone requests for loan information and the credit union's products and services. 14. Follow all state and federal laws and regulations. 15. Assist in promoting a positive credit union image during non-working hours. 16. Perform other duties and responsibilities as assigned or deemed necessary in order to meet the credit union's goals and objectives. Requirements: Required Knowledge, Skills, and Abilities:
1. Passionate and enthusiastic. 2. Strong leadership skills; including planning, organizational, communication, mentoring, coaching, staff development, and goal setting. 3. World-class service skills. 4. Intermediate knowledge of credit union products; services; loan policies and procedures. 5. Strong sales and sales coaching skills. 6. Knowledge of federal and state regulations relating to credit union operations management. 7. Knowledge of Microsoft Office applications. 8. Knowledge of intermediate math (calculations and concepts involving decimals, percentages, fractions, etc.) 9. Availability to work weekends and extended hours, as needed. 10. Availability to attend special off site sales events and credit union functions, as needed. 11. Outgoing personality, with the ability to ask for new business and capable of making outbound phone calls. 12. Works well with others and follows directions. 13. Able to work independently. 14. Detail oriented. 15. Willing to make underwriting decisions. Compensation details:
22-25 Hourly Wage PI63cd08e8e5-