Job description
Purpose of the Job
The TruService Specialist I position is primarily responsible for serving member-owners accurately and efficiently through multiple delivery channels regarding Credit Union loan products and services. This role performs all functions to align with the Credit Union's mission of putting our members first, providing great service and straightforward financial solutions. The TruService Specialist must have a thorough understanding of all lending products and services and the loan application process, and must interpret credit reports to meet members' lending needs through a consultative sales/service approach. The TruService Specialist I should possess a solid commitment to providing excellent service to Truliant's member-owners.
Essential Functions and Responsibilities
- Recognizes and responds to member relationship opportunities using a consultative sales/service approach within a defined set of lending contact center workgroups.
- Assists members in evaluating their current and future financial goals by conducting quality guidance and credit reviews to provide solutions with Credit Union loan products and services.
- Manages loan pipeline to ensure timely follow-up and cultivates leads into successes.
- Maintains integrity and confidentiality when handling members’ accounts.
- Ensures consistent adherence to Credit Union member service standards throughout every member-owner interaction, including essential problem resolution.
- Displays strong member relation skills both internally and externally by handling lending issues at the point of contact, utilizes good follow-through, and remains professional.
- Responsible for timely documentation of all aspects of the loan process and maintaining detailed notes of activity and member responses.
- Follows up on pending and approved loans that have not been booked utilizing available reports.
- Participates in the team environment displaying community/credit union involvement, shares success stories, and remains professional with internal members.
- Takes the initiative to move into higher roles of responsibilities within the contact center.
Other Duties and Responsibilities
- Assists with other tasks and projects as assigned.
Knowledge, Skills, and Abilities
- Must have excellent communication skills in English, both verbal and written
- Must have a thorough understanding of Credit Union operations, financial products, services and delivery systems
- Must have advanced knowledge of all Credit Union lending products and services including ancillary lending products
- Must have basic arithmetic skills
- Must demonstrate strong personal and time management skills.
- Must have intermediate PC skills, with intermediate-level knowledge of Microsoft Excel, Word, and Outlook
- Must have the ability to work well under pressure in a goal-oriented environment
- Must have ability to understand business processes within the Credit Union
- Must be detail oriented and well organized, with the ability to multi-task
- 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
- 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
- Previous call center experience preferred
- Previous experience in the financial industry preferred
- Previous experience in sales environment preferred
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