Member Relationship Agent

Responsible to make outbound sales calls to promote and cross-sell additional Credit Union products and services through the use of outbound campaign lead lists. Responsible for interviewing and qualifying members for loans and other products within the requirements of the policies established by the Credit Union. Ensure member satisfaction through courteous, accurate, and efficient service.

Duties and Responsibilities:

• Maintains a strong focus on helping each member achieve financial success.
• Ensure member experiences are always at or above our Eagle Service Standards.
• Behaves consistently with ICCU's Core Values of Honesty, Integrity, Respect, Dignity, Growth, Performance, Improvement and Accountability at all times.
• Be a positive influence on creating an upbeat and energetic team Culture.
• Effectively communicate over the phone, through text message, and through email in a professional, accurate, and timely manner with members by setting clear expectations throughout the account and/or loan process.
• Interview members, gather data for complete and accurate loan applications, make loan recommendations to Underwriting, and manage all communication throughout the process.
• Ability to review members' full financial picture, along with their personal financial goals, and make recommendations
• Interview and review mortgage applicants and handoff mortgage applications
• Gather needed verification documents from members and real estate partners.
• Open new accounts, certificates, IRA's, etc.
• Maintain in-depth product knowledge on all deposit account products, loan products, mortgage products, and business products.
• Pull credit reports and analyze eligibility for checking accounts and any/all applicable cross-sell opportunities.
• Research and make appropriate corrections for members with account problems.
• Cross sell Credit Union products and services, and maintain acceptable levels of Game of Work Sales goals and insurance penetration
• Keep your manager informed of member needs or desires regarding products, services, suggestions, and/or escalations.
• Assign applications originated online to the ORA and HAH FSO team through the LOS and the CRM
• Make outbound sales calls generated through a variety of channels to increase products per member and potential members.
• Verify our contact information is correct and obtain email addresses
• Other duties as assigned.

Qualifications:

Bachelor's degree or equivalent experience preferred. 1-3 years' experience in the lending industry, or in a sales role required. The ability to work under pressure while staying organized for optimal sales performance. Excellent communication and people skills are a necessity.

Performance Standard:

Must be able to achieve minimum monthly sales expectations established by the Member Relationship Manager. Be professional and courteous in manner, while focused on quality, and quantity of work performed. Be willing to comply with the Bank Secrecy Act and USA Patriot Act as

Physical Requirements:

• Perform tasks requiring manual dexterity (processing paperwork, filing, stapling, sorting, collating, typing, counting cash, etc.).
• Sit for extended periods of time.
• Lift 20-40 pounds of applicable supplies including but not limited to copy paper, cash drawers, marketing material, etc.
• Repetitive motion using wrists, hands, and fingers.
• Reach keyboards.
• Ability to operate basic office machines (calculator, computer, telephone, copy machine, fax machine, etc.).

The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job.

Must be eligible for membership at ICCU to obtain employment.

ICCU is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, age, disability, protected veteran status or other characteristics protected by law.