Member Lending Specialist

About the role

Team Members are at the core of who we are; living our core values of making a difference, doing the right thing, making it easy, being caring, being friendly, nice, and respectful, and taking ownership. Royal Credit Union is looking for caring, energetic team members who want to create a positive impact in the lives of our Members.

Responsibilities

• Create an exceptional Member experience in all aspects of the lending process while offering Royal's full suite of products and services based on Member needs.
• Serve as the telephone contact for Members, team members, and potential Members, regarding their lending needs and requests.
• Accurately and efficiently complete loan application and maintenance on consumer loans and accounts.
• Answer calls and respond to electronic requests for Royal's full line of unsecured, collateral secured, and HELOC/Home Equity Line of Credit loans.
• Open new deposit products for telephone and electronic requests.
• Identify Member needs using knowledge of all products and services offered at the credit union.
• Refer existing and potential Members to departments or individuals who can better meet their financial needs.
• Provide exceptional, efficient, and accurate customer service.

Requirements

• High School Diploma or Equivalent
• One year customer service experience
• Must be bondable
• Strong knowledge of financial services and Royal’s products and services, with proficiency in digital products
• Analytical and critical thinking skills for complex decision-making
• Exceptional customer service focus, balancing Member needs with Royal Credit Union processes
• Ability to de-escalate upset Members and address service needs
• Effective professional relationships and communication with leaders, coworkers, and Members
• Knowledge, Skills And Competencies
• Demonstrated expertise in financial services, including digital products, and the ability to educate Members on these assets
• Advanced analytical, critical thinking, and logical problem-solving skills to support complex Member needs and make sound decisions
• Outstanding customer service orientation, with the ability to de-escalate situations and deliver efficient, accurate solutions
• Strong communication and relationship-building skills, fostering trust and collaboration with Members and team members
• Superior organizational and time management abilities, thriving in a fast-paced environment with high volumes and changing priorities

Qualifications

• Associate's Degree in a business-related field
• Experience working in a call center environment and/or financial institution

Skills

• Financial services knowledge
• Customer service skills
• Problem-solving skills
• Communication skills
• Organizational skills

Benefits

• Compensation: Eau Claire - $20.05- $22.40, New Richmond - $23.05- $25.80
• 5% 401k employer match
• Paid family and sick leave
• Vacation and sick time accruals
• Childcare reimbursement
• Tuition and student loan debt assistance
• Pet insurance

Pay

• Eau Claire: $20.05- $22.40
• New Richmond: $23.05- $25.80

Schedule

• Full-time, working approximately 40 hours per week
• Hours and shifts vary between 8:30am – 7:00pm Monday through Friday and two Saturdays per month
• 8:30am – 2:00pm
• This position is part of Royal's workplace flexibility program and has the ability to be partially remote up to 4 days a week after 2-4 months of training and proficiency in the position.

Training

• Foundation Training at our Corporate Center in Eau Claire, WI from 9:00am - 4:30pm on Monday and Tuesday during their first week of employment.
• Out of town learners will be reimbursed costs related to travel and lodging.