POSITION PURPOSE: The purpose of this position is to deliver outstanding service which exceeds customer expectations. Also, to support the efficient and effective delivery of credit and financial products and services to Association customers. The incumbent will provide first-level customer service. The incumbent will also provide loan processing and documentation assistance. Assures that needs of customer are met personally or through other team members.
REQUIRED KNOWLEDGE AND EXPERIENCE: This position requires a high school diploma , or equivalent and one to three years of administrative experience. The position requires a basic knowledge of varied loan policies, procedures, and practices. Knowledge of financial principles and practices, credit processing and servicing activities is desired. Must be proficient in the use of computer technology and software applications. Organizational skills and solid oral and written communication skills are required.
DIMENSION AND DECISION MAKING: This position has no direct reports. This position works under the supervision of a Team Leader/Customer Service Specialist and receives regular work direction and instruction. Work requires the planning of own time and scheduling of details. Incumbent is expected to follow established policies, procedures and standard instructions which may provide some latitude to consider various methods in completing tasks. All questionable matters are to be referred to the supervisor. Work involves opportunity for error, limited only to daily, periodic or subsequent spot check or examination by lending staff or management.
MAJOR CHALLENGES: The incumbent is challenged to be aware of and meet the needs of the customer at all times. The incumbent is further challenged to balance the workload to meet aggressive timelines and remain responsive to the customers needs and expectations. The position requires good technical knowledge of office procedures, credit processing and support systems procedures, and the ability to utilize computer technology and applications. The incumbent may recommend changes to procedures and practices that would improve productivity and customer satisfaction. The incumbent is further challenged to work very closely with all service delivery team members to effectively meet all customer needs in the assigned territory.
INTERNAL AND EXTERNAL CONTACTS: Internal contacts are varied within the organization and include the customer service team, accounting and other support services personnel to discuss the specifics of loans, clarify situations, and answer routine questions. External contacts include present and prospective customers to explain Badgerland products and services. Occasional contact with other lenders, area employers, attorneys, and other business people to collect, clarify, and verify information. In all contacts, the incumbent is expected to present a professional image of Badgerland.
ESSENTIAL JOB FUNCTIONS:
Operational Support: Support the customer service delivery team by providing operational support and completing assigned administrative tasks and reports, to include: 60%
Loan Processing: Assists in the loan origination process by entering data in loan origination system and verifying its accuracy. Process loans meeting On The Spot parameters through the OTS credit desk. 30%
Customer Relationships: Act as relationship promoter with customers and potential customers to develops the ability to market, cross sell and deliver credit and other financial services. If needs are identified the CSS is responsible for connecting the customer with other relationship promoters. 10%