Job description

Purpose of the Job

The Digital Guidance Specialist is primarily responsible for serving current and potential member-owners through the digital application process. This role provides critical support in achieving the vision set forth by Truliant to provide an exceptional digital lending and account onboarding experience. Digital Guidance Specialists are required to have a thorough understanding of digital lending and deposit products and the digital account opening and member onboarding processes.

Essential Functions and Responsibilities

Delivers superior service and guidance to digitally inclined members; helping them to make informed decisions through the digital lending or digital account opening process.

Assists members through the full lifecycle of their digital application process, from receipt of application through resolution and closure.

Makes outbound calls to members to resolve application submission requests or gather additional information needed to complete application. Accepts inbound return calls from members for follow-up.

Articulates the best possible solution to meet member needs, and outlines all actions required for members to complete the application process.

Reviews digital loan applications for potential fraud characteristics and accuracy of applicant information.

Provides timely outbound onboarding efforts for new memberships and deposit accounts initiated through the digital channel.

Provides education and guidance on additional Credit Union products and services to new members.

Reviews online deposit and loan applications within expected timeframes.

Identifies and responds to member relationship opportunities for lending and deposit needs using consultative sales guidance /service approach. Determines collateral needs and payment plans for members applying for digital loans.

Displays strong member relation skills both internally and externally by handling both lending and deposit issues at point of contact, utilizes good follow through, and remains professional at all times.

Handles a high volume of digital loan applications throughout the fulfilment process. This process includes quickly communicating the loan decision within a specified timeframe, educating the member, reviewing the credit report and having conversations to provide guidance.

Handles member inquires and provide service resolution as required through the email and chat channels.

Researches and resolves all member service related issues to include both lending and deposits.

Initiates and follows-up on all deposit and loan research requests.

Participates in mentoring activities including new employees, conducting team meetings, and assisting coworkers.

Participates in the team environment displaying community/credit union involvement, shares success stories, and remains professional with internal members.

Learns and trains in other skill-sets as needed.

Other Duties and Responsibilities

Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

• Must be able to shift back and forth between applications in queue and inbound/outbound calls to provide adequate coverage for digital supplication pipeline

Must have strong analytical skills with high attention to detail and accuracy
Must resolve and work through escalated and complex member issues
Must have strong organizational, multi-tasking and prioritizing skills
Must be able to work under pressure in a fast-paced, time sensitive environment and prioritize tasks as needed to ensure member’s needs are met
Must have excellent communication skills in English, both verbal and written
Must have thorough understanding of Credit Union operations, financial products, services and delivery systems
Must have advanced knowledge of all Credit Union lending and deposit products, and services to include lending ancillary products
Must have basic arithmetic skills
Must have intermediate PC skills, with intermediate level knowledge on Microsoft Excel, Word, and Outlook
Must have ability to work well under pressure in a goal oriented environment
Must have ability to understand business processes within the Credit Union
Must be flexible and able to shift resources and priorities as required
Must be able to complete assignments with minimal supervision
Must be able to become proficient in loan processing and closing procedures
Must be able to learn lending products as well as ancillary lending products, services, and delivery systems
Must become proficient with both lending and member service skills (typically 6 months experience)
Must be able to work in a general office environment
Should possess a strong commitment to providing excellent service to Truliant’s members

Physical Requirements

• Must be able to sit at a desk for long periods of time and use a computer
• Must be able to use a telephone and wear a phone audio headset
• Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

Education and Background

• High School Diploma or equivalent experience required
• Previous financial industry experience required
• Previous lending experience required
• Previous call center experience preferred

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Physical setting:

• Office

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Winston-Salem, NC 27103: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Lending: 1 year (Required)
• Banking: 1 year (Required)

Work Location: Hybrid remote in Winston-Salem, NC 27103

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