Service Center Consultant

GENERAL DESCRIPTION OF POSITION

The primary function of this position is to deliver outstanding service to both internal and external members. A key component of this service is to identify the financial needs of each member and recommend an appropriate Credit Union solution. In addition the position is responsible for processing transactions, processing new memberships and accounts, originating loans, solving variety of problems, and other various maintenance functions that require a thorough knowledge of Arkansas Federal Credit Union policies and procedures.

Responsibilities
ESSENTIAL DUTIES AND RESPONSIBILITIES

Assist members with all requests regarding their membership; all AFCU loan and deposit products; and all AFCU services while providing each member with the “one stop” philosophy, ensuring the delivery of a consistent high quality experience on every member interaction.

Effectively communicate with members or team members by telephone, e-mail, fax, mail, web chat, or in-person to obtain documentation or additional information needed to complete the request.

Responsible for originating consumer loan requests by members and submit applications for approval through the proper channels after obtaining all relevant information.

Responsible for reviewing loan decisions with member. Strive to establish and/or maintain member goodwill by assisting members with determining alternative methods of financing when necessary and refer members with financial difficulties to Consumer Credit Counseling.

Responsible for scheduling and/or performing loan closings on consumer loans.

Responsible for cross-selling financial services appropriate to each member’s personal financial needs, including-but not limited to AFCU Retirement and Investment Services, GAP insurance, Extended Warranty coverage, and Debt Protection.

Responsible for assisting members with inquiries concerning all lending and deposit products and services, policies, and procedures.

Responsible for assisting members with any account maintenance including such things as updating account ownerships and borrowers, name changes, address changes, beneficiaries, and any other account maintenance that must be completed on the membership.

Responsible for assisting members with opening and closing any accounts and/or memberships.

Responsible for registering and assisting members with electronic services such as home banking, mobile banking, SWBC transfer center, bill payment, and AFCU Deposit.

Assist members with the dispute resolution process when fraudulent activity occurs.

Assist members with ordering credit, debit, or ATM cards and with the blocking of those cards when lost or stolen.

Process deceased accounts from the point of notification to completion; act as liaison with other departments until all processes complete.

Issue GAP Coverage contracts, Extended Warranty contracts, and Debt Cancellations.

Meet and maintain department performance metrics as measured through productivity, sales, and quality initiatives including-but not limited to telephone abandon rate, hold time, unavailable time, and service factor level.

Assist in ensuring the security of all sensitive information and materials needed for daily operation of the service center.

Responsible for balancing all work at the end of the work day.

Responsible for maintaining a professional working environment.

Perform any other related duties as required or assigned.

Qualifications
QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND EXPERIENCE

High school or GED, plus specialized schooling and/or on the job education in a specific skill area; e.g. data processing, clerical/administrative, equipment operation, etc, plus 2 years related experience and/or training. Or equivalent combination of education and experience.

EEO Statement
Arkansas Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.