Digital Lending Specialist

Essential Responsibilities

• Affixes assistance to members with consumer lending and new account requests, predominantly through assisted forms of communication like phone, IVR/call tree, video calls, text, chat, and in-branch interactions.
• Takes and closes loan applications, opens new accounts, answers member inquiries, and sells and maintains the products and services provided by the Credit Union.
• Educates members about digital options and other products offered by Capital Credit Union.
• Promotes applicable Credit Union products and services to new and existing members, providing necessary information tailored to members' needs, including but not limited to various types of consumer loans, debt protection, GAP, share drafts, share certificates, credit cards, digital banking, debit cards, and direct deposit.
• Collaborates with members to identify financial needs, fortify member relationships, and recommend appropriate Credit Union products and services that align with members' financial goals.
• Maintains expertise and assists members with less common account types and related procedures, such as business accounts, IRA/HSA accounts, specialty accounts, and safe deposit box procedures.
• Communicates with the membership regarding eligibility requirements for accounts and loans, discusses special promotions, and makes member referrals to Mortgage Lenders and Capital Investment Group, including arranging member appointments.
• Performs miscellaneous duties, including compiling data for rate surveys, closed account surveys, and outbound member surveys.
• Promotes digital banking tools and services to help members confidently manage their accounts through digital channels.
• Bolsters financial relationships with members, employing a member advocacy approach.
• Maintains a comprehensive understanding of the Credit Union's products and services, including their technical aspects.
• Ensures the accuracy, follow-up, and maintenance of all types of accounts on the computer system.
• Interprets key documents and makes decisions based on the Credit Union's policies and member data.
• Cross-sells applicable Credit Union products and services to new and existing members, presenting necessary information suited to members' needs.
• Assists in preparing procedures and documentation for the position and may assist in training new employees.
• Maintains a thorough understanding of the general functions of Credit Union departments and workflows to achieve first-call resolution whenever possible.

Necessary Experience And Qualifications

• Ability to read, write, and comprehend detailed and technical instructions, short correspondence, and memos; ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals as normally acquired through completion of a high school education.
• Operational proficiency with an on-line computer terminal (including a good working knowledge of Microsoft Office software such as Word and Excel, the core computer system, Velocity & E-Mail), and adding machine as normally acquired through a basic course or one to three months of on-the-job experience.
• Comprehensive knowledge of the products, services, and procedures needed to process transactions as normally acquired through three to six months of on-the-job experience.
• Ability to concentrate on and pay close attention to detail for over 75% of work time, requiring a high degree of accuracy.
• Analytical ability necessary to research and resolve member problems and determine the appropriate course of action.
• Interpersonal skills necessary to deal effectively and efficiently with a diverse group of members in various degrees of stressful situations, requiring strong communication and listening skills to handle sensitive situations diplomatically.
• Demonstrated strong motivation and sales skills.
• Ability to exercise a high degree of independent judgment when addressing member concerns.
• Supportive of the overall business objectives.
• Ability to stay in one place or work in a confined area for extended periods of time and to move about for up to ten percent of work time in order to distribute correspondence.