Retail Processing and Support Specialist
Insight Credit Union · Leesburg, FL · 2 days ago
On-siteOTHRFull-time
We need to produce HTML fragment with sections: About the role? The posting includes description. We need to use for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections when posting has real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate. Include only substantive info.
We need to parse the posting.
Key info:
- Job: Retail Processing & Support Specialist at Insight Credit Union.
- About the role: description: provide operational and administrative support while delivering exceptional member experience; receive, process, prepare documents, arrange for closing, ensure loan, account, additional services applications completed per processes; proactive outbound member support including retention calls, new member onboarding, financial health checks, business development follow-up; supports branch operations through admin tasks and quality control; interacts with Virtual Services Representatives, Consumer Loan Underwriters, Members, Branch Personnel, potential members via telephone, web-based software, email, chat, secured messaging, mail; must be engaging, energetic, personable; location options: 270 Winding Hollow Blvd. Winter Springs, FL 32708 or 300 Webster St. Leesburg, FL 34748 or 129 E. Gore St. Orlando, FL 32806.
- Compensation & Benefits: competitive hourly rate (listed in job posting) and includes benefits: Medical, Dental, Vision, Free and Voluntary Life and Disability Insurance, 401k with match up and 100% vested, Paid Time Off, Birthdays Off, Tuition Reimbursement.
- Schedule & Training: Shift includes 32-40 hours per week between Monday - Friday (8am - 6pm) and Saturday (9am - 12pm). Hours based on department needs. Telecommuting available after 3 months of employment and satisfactory performance evaluation.
- Dress Code Expectations: Must comply with member facing Dress Code policy and present a professional appearance. Insight logo wear required.
- Responsibilities & Qualifications: long list of responsibilities (receives loan and account files, ensures introduction, interacts with applicants, maintains knowledge, manages new account applications via Xpress Accounts portal, approves/declines, provides feedback, reviews information, timely response, works with underwriting, answers questions, refers/fulfills products, ensures stipulations obtained, prepares closing docs, arranges delivery, coordinates closing, prepares adverse action notices, receives signed docs, verifies accuracy, completes funding processes, passes QA, conducts proactive outbound member contact, retention calls, new member onboarding, financial health checks, business development follow-up, tracks activity, identifies opportunities, provides admin support to branch, completes reporting, data entry, admin tasks, supports QC, assists with research/resolution of member inquiries escalated, communicates with branch personnel, ability to work on multiple members/platforms, meets/exceeds quality service, turnaround times, funding goals, tracks/reporting on accounts opened online, participates in process development, participates in department meetings, completes compliance training, ensures security protocols for CIP, performs other duties as assigned up to contact center functions via chat, secured messaging, email as needed.
- Experience: Three to five years of lending experience specifically as it relates to underwriting guidelines, stipulations, compliance, documentation, funding and closing. Outbound sales or member service experience preferred.
- Education: A high school education or GED.
- Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
- Other Skills: Excellent customer service skills with ability to conduct effective outbound calls. Ability to identify member needs and recommend appropriate solutions. Ability to interact with all levels of management, employees, peers, and members. Strong verbal and written skills. Knowledge of basic mathematics. Ability to prioritize and organize job tasks. Ability to perform multiple tasks simultaneously while under strict time deadlines without sacrificing quality of output. Ability to carry out detailed written and oral instructions. Self-motivated with ability to work independently on outbound initiatives.
- Physical Requirements: While performing the duties of this job, the employee is regularly required to talk or hear. This is a largely sedentary role, however some filing is required. This would require the ability to lift files, open filing cabinets and bending as necessary.
- Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment.
- EEO statement: Insight Credit Union is an EO Employer, including Disability/Vets. (Remove as boilerplate.)
We need to produce sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to decide what goes where.
- About the role: summary of role purpose, location, maybe description.
- Responsibilities: list of duties (the long list). Could be bullet list.
- Requirements: maybe experience and education? Usually requirements include experience, education, maybe physical requirements? But we have separate sections for Qualifications and Skills. The instruction says use headings for those categories. We need to map content appropriately.
We have "Experience", "Education", "Interpersonal Skills", "Other Skills", "Physical Requirements", "Work Environment". Could treat "Experience" and "Education" as Requirements. "Interpersonal Skills" and "Other Skills" as Skills. "Physical Requirements" and "Work Environment" maybe as Qualifications? Or could be part of Requirements. But we need to avoid filler sections. We'll include sections that have substantive content.
We'll include:
- About the role (summary)
- Responsibilities (bullet list)
- Requirements (Experience + Education)
- Qualifications (maybe Physical Requirements + Work Environment? Or we could combine with Requirements? But we need to follow instruction: use headings for those categories if content exists. We have content for Physical Requirements and Work Environment, so we can make a Qualifications section.
- Skills (Interpersonal Skills + Other Skills)
- Benefits (list)
- Pay (mention competitive hourly rate; but we don't have exact number; we should not include Pay section if only says "competitive hourly rate (listed in job posting)" - that is vague but still mentions compensation. The instruction: never create Pay/Schedule/Benefits sections unless the posting actually states them. It does state compensation & benefits: "The position provides a competitive hourly rate (listed in job posting) and includes the following comprehensive benefits package offering". So Pay section could be included with statement about competitive hourly rate. However we should avoid filler like "commensurate with experience". This is "competitive hourly rate (listed in job posting)" - it's not a specific number but it's still stating that there is a competitive hourly rate. I'd include Pay section with that sentence.
- Benefits: list as above.
- Schedule: shift details, telecommuting after 3 months.
We also have Dress Code Expectations - could be part of About the role or maybe a separate section but not in allowed headings. Could fold into About the role.
We must not include boilerplate like EEO.
We must not repeat job title as heading.
We must output only HTML fragment.
Let's craft.
Structure:
for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections when posting has real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate. Include only substantive info.
We need to parse the posting.
Key info:
- Job: Retail Processing & Support Specialist at Insight Credit Union.
- About the role: description: provide operational and administrative support while delivering exceptional member experience; receive, process, prepare documents, arrange for closing, ensure loan, account, additional services applications completed per processes; proactive outbound member support including retention calls, new member onboarding, financial health checks, business development follow-up; supports branch operations through admin tasks and quality control; interacts with Virtual Services Representatives, Consumer Loan Underwriters, Members, Branch Personnel, potential members via telephone, web-based software, email, chat, secured messaging, mail; must be engaging, energetic, personable; location options: 270 Winding Hollow Blvd. Winter Springs, FL 32708 or 300 Webster St. Leesburg, FL 34748 or 129 E. Gore St. Orlando, FL 32806.
- Compensation & Benefits: competitive hourly rate (listed in job posting) and includes benefits: Medical, Dental, Vision, Free and Voluntary Life and Disability Insurance, 401k with match up and 100% vested, Paid Time Off, Birthdays Off, Tuition Reimbursement.
- Schedule & Training: Shift includes 32-40 hours per week between Monday - Friday (8am - 6pm) and Saturday (9am - 12pm). Hours based on department needs. Telecommuting available after 3 months of employment and satisfactory performance evaluation.
- Dress Code Expectations: Must comply with member facing Dress Code policy and present a professional appearance. Insight logo wear required.
- Responsibilities & Qualifications: long list of responsibilities (receives loan and account files, ensures introduction, interacts with applicants, maintains knowledge, manages new account applications via Xpress Accounts portal, approves/declines, provides feedback, reviews information, timely response, works with underwriting, answers questions, refers/fulfills products, ensures stipulations obtained, prepares closing docs, arranges delivery, coordinates closing, prepares adverse action notices, receives signed docs, verifies accuracy, completes funding processes, passes QA, conducts proactive outbound member contact, retention calls, new member onboarding, financial health checks, business development follow-up, tracks activity, identifies opportunities, provides admin support to branch, completes reporting, data entry, admin tasks, supports QC, assists with research/resolution of member inquiries escalated, communicates with branch personnel, ability to work on multiple members/platforms, meets/exceeds quality service, turnaround times, funding goals, tracks/reporting on accounts opened online, participates in process development, participates in department meetings, completes compliance training, ensures security protocols for CIP, performs other duties as assigned up to contact center functions via chat, secured messaging, email as needed.
- Experience: Three to five years of lending experience specifically as it relates to underwriting guidelines, stipulations, compliance, documentation, funding and closing. Outbound sales or member service experience preferred.
- Education: A high school education or GED.
- Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
- Other Skills: Excellent customer service skills with ability to conduct effective outbound calls. Ability to identify member needs and recommend appropriate solutions. Ability to interact with all levels of management, employees, peers, and members. Strong verbal and written skills. Knowledge of basic mathematics. Ability to prioritize and organize job tasks. Ability to perform multiple tasks simultaneously while under strict time deadlines without sacrificing quality of output. Ability to carry out detailed written and oral instructions. Self-motivated with ability to work independently on outbound initiatives.
- Physical Requirements: While performing the duties of this job, the employee is regularly required to talk or hear. This is a largely sedentary role, however some filing is required. This would require the ability to lift files, open filing cabinets and bending as necessary.
- Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment.
- EEO statement: Insight Credit Union is an EO Employer, including Disability/Vets. (Remove as boilerplate.)
We need to produce sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to decide what goes where.
- About the role: summary of role purpose, location, maybe description.
- Responsibilities: list of duties (the long list). Could be bullet list.
- Requirements: maybe experience and education? Usually requirements include experience, education, maybe physical requirements? But we have separate sections for Qualifications and Skills. The instruction says use headings for those categories. We need to map content appropriately.
We have "Experience", "Education", "Interpersonal Skills", "Other Skills", "Physical Requirements", "Work Environment". Could treat "Experience" and "Education" as Requirements. "Interpersonal Skills" and "Other Skills" as Skills. "Physical Requirements" and "Work Environment" maybe as Qualifications? Or could be part of Requirements. But we need to avoid filler sections. We'll include sections that have substantive content.
We'll include:
- About the role (summary)
- Responsibilities (bullet list)
- Requirements (Experience + Education)
- Qualifications (maybe Physical Requirements + Work Environment? Or we could combine with Requirements? But we need to follow instruction: use headings for those categories if content exists. We have content for Physical Requirements and Work Environment, so we can make a Qualifications section.
- Skills (Interpersonal Skills + Other Skills)
- Benefits (list)
- Pay (mention competitive hourly rate; but we don't have exact number; we should not include Pay section if only says "competitive hourly rate (listed in job posting)" - that is vague but still mentions compensation. The instruction: never create Pay/Schedule/Benefits sections unless the posting actually states them. It does state compensation & benefits: "The position provides a competitive hourly rate (listed in job posting) and includes the following comprehensive benefits package offering". So Pay section could be included with statement about competitive hourly rate. However we should avoid filler like "commensurate with experience". This is "competitive hourly rate (listed in job posting)" - it's not a specific number but it's still stating that there is a competitive hourly rate. I'd include Pay section with that sentence.
- Benefits: list as above.
- Schedule: shift details, telecommuting after 3 months.
We also have Dress Code Expectations - could be part of About the role or maybe a separate section but not in allowed headings. Could fold into About the role.
We must not include boilerplate like EEO.
We must not repeat job title as heading.
We must output only HTML fragment.
Let's craft.
Structure:
About the role
Insight Credit Union seeks a detail‑oriented, member‑focused Retail Processing & Support Specialist to provide operational and administrative support while delivering an exceptional member experience. The role involves receiving, processing, and preparing loan and account documents, arranging closings, and ensuring applications are completed accurately per credit‑union processes. The specialist provides proactive outbound member support (retention calls, new‑member onboarding, financial health checks, business‑development follow‑up), supports branch operations with administrative and quality‑control tasks, and interacts with Virtual Services Representatives, Consumer Loan Underwriters, members, branch personnel, and prospects via phone, web‑based software, email, chat, secured messaging, and mail. Positions may be located at 270 Winding Hollow Blvd., Winter Springs, FL 32708; 300 Webster St., Leesburg, FL 34748; or 129 E. Gore St., Orlando, FL 32806. Professional dress code and Insight logo wear are required.
Responsibilities
- Receive loan and account files from contact center or branch personnel, ensure introduction to and directly interact with applicants to quickly fulfill stipulations and receive required documentation.
- Maintain thorough and current knowledge of the credit union's lending and deposit account promotions, criteria, guidelines, procedures, policies, and processes to provide members with current information and process loans and deposit accounts appropriately.
- Manage new account applications received through the Xpress Accounts online portal; approve or decline applications based on established criteria and provide timely feedback verbally or via secured electronic communications.
- Review information received from applicants for efficacy and provide timely response to applicant inquiries.
- Work directly with Consumer Loan Underwriting and applicants to ensure counteroffers, additional offers, and other changes are communicated and finalized before moving files to closing.
- Answer questions regarding products and services and refer and/or fulfill Credit Union products and services beyond the member’s stated needs.
- Ensure all required stipulations, documents, or other items are obtained from all resources prior to preparing closing documentation.
- Prepare closing documents per agreed terms and arrange loan, account, and additional services using appropriate delivery services (DocuSign, US Mail, FedEx, UPS) as required.
- Coordinate closing through appropriate channel depending on member needs and ensure handoffs to branch personnel are communicated effectively to ensure a high degree of member service.
- Prepare adverse action notices as required for online portal web applications.
- Receive signed closing document packages and verify accuracy.
- Accurately complete funding processes in the credit union's software applications and core systems, including necessary data entry, image upload, and account notations; work must pass all Insight Quality Assurance standards.
- Conduct proactive outbound member contact to drive growth and deepen relationships: make retention calls to at‑risk members, conduct new‑member onboarding calls, perform financial health checks with existing members, and follow up on business‑development events by contacting leads, scheduling appointments for branch staff or virtual services, and converting referrals into member relationships.
- Track all outbound activity and conversion metrics; proactively identify opportunities for checking account acquisition, deposit growth, and product penetration during all member interactions.
- Provide administrative and operational support to branch locations to reduce branch manager workload and enable focus on sales and coaching; complete assigned branch reporting, data entry, and administrative tasks.
- Support branch quality control processes as directed; assist with research and resolution of member inquiries escalated from branches.
- Communicate effectively with branch personnel to coordinate member needs and ensure seamless service delivery.
- Ability to work on multiple members, platforms, and processes simultaneously without a decrease in service; meet or exceed department quality service, turnaround times, and funding goals.
- Responsible for tracking and reporting on all accounts opened online and ensuring that all account funding has been completed and balanced.
- Participate in continual development of the Retail Processing & Support Team processes and procedures, including identifying roadblocks, problems, and communicating accordingly; participate in department meetings.
- Complete all assigned compliance training within required timeframe and ensure that all security protocols are adhered to for all CIP‑related policies and procedures at all times and through all channels.
- Perform other related duties as assigned, up to and including contact‑center functions via chat, secured messaging, and email as needed.
Requirements
- Three to five years of lending experience specifically related to underwriting guidelines, stipulations, compliance, documentation, funding, and closing.
- Outbound sales or member service experience preferred.
- High school education