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Digital Lending Service Representative

Company: Texas-Dow-Employees-Credit-Union
Location: Sugar Land
Posted on: July 14, 2019

Job Description:

Position Title: Digital Lending Service Representative Reporting Manager Title: Contact Center Manager Position Summary: In an Inbound Call Center setting, the Digital Lending Service Representative will create exceptional member service experiences by maintaining a professional demeanor and delivering world class service to our members. Provides assistance and in depth trouble shooting, decision making support, and ensures quick and accurate resolutions for members and prospective members regarding their financial well being. Essential Duties and Responsibilities: 1. Following the standard call model, takes incoming calls and processes applications for loans from existing members within TDECU. 2. Educates members on product offerings which best suit their need and financial situation, submits credit applications and provides approval or denial. 3. Researches problems through use of various systems and data sources to solve issues and answer member inquiries accurately and quickly. 4. Proactively recommends services and solutions, including additional credit union products and makes referrals to other departments that will improve the members life. 5. Educates the member on digital self service tools; trouble shoots Member issues regarding TDECU Self-Service tools. 6. Consistently strive to provide one call resolution. Minimum Qualifications: (Education, Experience, Knowledge, Skills, and Abilities) Education High School Diploma or equivalent mix of education and experience is required. Additional training or experience in a banking or a call center environment is preferred. Experience Previous customer service experience required. Call Center, Banking or Lending experience a plus. Six months or more as a Member Care Representative 1 or previous lending/underwriting experience. Must attend and pass TDECU Retail Lending Training. Knowledge, Skills, and Abilities - Desire to help people. - Ability to build rapport with all members/callers and stay calm under pressure. - Ability to defuse high-tension situations confidently, effectively and professionally. - Commitment to identify members spoken, as well as unspoken, needs to successfully solve their issues the first time. - Digital Acumen displaying a technical support mentality. - Self motivated and self managed. - Maintains an optimistic attitude. - Builds collaborative and productive relationships across the organization. - Demonstrates effective time management. - Continually learns and stays current on trends in the financial industry. - Strong working knowledge of relevant software including Microsoft Office, core systems and various other supporting applications. - Maintains acceptable performance levels with regards to phone and processing established metrics including time utilization, quality of work, loan production and call handling. - Maintains good attendance, punctuality and adherence to work schedule. - Completes all TDECU regulatory and compliance training by scheduled due dates. Physical Demands and Work Environment: (The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) - While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit. - Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. - The noise level in the work environment is usually moderate. Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Keywords: Texas-Dow-Employees-Credit-Union, Sugar Land , Digital Lending Service Representative, Sales , Sugar Land, Texas

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