Consumer Lending Member Services Specialist (Bilingual in Spanish)
University Federal Credit Union
- Austin, TX
- Permanent
- Full-time
- Demonstrate and apply comprehensive knowledge and consultative delivery of lending products and services by phone and through other delivery channels.
- Evaluate member needs and provide appropriate lending solutions, focusing on the overall member experience.
- Accurately perform transactions, including returned items and all subsequent loan adjustments for payment reversals.
- Process and handle internal/external correspondence in a precise and professional manner, to include uploading of items in DocuSign/fax folders for all Consumer Lending areas.
- Resolve all member service requests of varying complexity received via various business channels.
- Respond to member requests in a timely manner while displaying professional telephone etiquette.
- Effectively manage inbound and outbound calls in a high call volume environment.
- Handle and process mail items for the department (including sending, sorting, picking up, distributing).
- Process lending payoff checks and releasing of titles and/or liens.
- Consistently meet or exceed metrics, quality goals, and monitoring requirements.
- Perform administrative and other departmental duties as needed, including but not limited ordering department supplies.
- Adhere to all company policies, procedures, and business ethics codes.
- Complete required regulatory training as assigned.
- Maintain strict adherence and compliance to all laws, rules, regulations and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.
- Comprehensive understanding of financial calculations such as re-amortization of loans and interest calculations.
- Comprehensive understanding of consumer loan servicing process and all related required disclosures and regulations.
- Strong understanding of consumer lending products and services.
- Advanced teamwork and interpersonal skills including active listening, and demonstrated ability to treat others with respect.
- Strong analytical and problem-solving skills, particularly regarding complex financial information.
- Strong organization skills with excellent attention to detail and accuracy.
- Strong verbal and written communication skills.
- Ability to work both effectively as a team and independently to accomplish objectives.
- Ability to adapt to changing circumstances and perform new responsibilities with flexibility.
- Ability to proactively identify and take on new responsibilities.
- Ability to effectively manage time and resources.
- Ability to work comfortably in a fast-paced, high-volume call center.
- Ability to exercise sound judgment and act responsibly in the member’s and the Credit Union’s best interests.
- Ability to take ownership of work.
- Adaptability
- Building Member Loyalty
- Building Partnerships
- Communication
- Emotional Intelligence
- Focus on Results
- Influence
- High school diploma or equivalent
- Minimum of three (3) years of Customer Service Call Center related to consumer lending products, services, and industry regulations
- Minimum of two (2) years of effectively using multiple computer programs simultaneously
- Minimum of two (2) years of experience in the financial industry
- Familiarity with posting funds and performing transactions from general ledgers
- Must be bondable
- Bachelor’s degree in business, finance or related field
- Minimum of five (5) years of contact center experience in lending
- Experience with Symitar (Episys), Crystal Reports, or other SQL query software
- Experience with accounting, credit, and lending principles
- Experience with credit union products and services, policies, procedures, laws, and regulations beyond those in Consumer Lending
- Bilingual in English and Spanish
- Credit Union or financial industry experience
- While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
- Extensive use of the telephone and virtual communications platforms to communicate information, requiring accurate perception of speech and clear speaking abilities.
- This position requires frequently working onsite at UFCU Plaza in Austin, Texas.
- This position may involve periodic stressful conditions.
- May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
- Frequent computer use at a workstation of up to two hours at a time.
- The noise level in the work environment is usually loud.