Indirect Merchant Representative I

Position Summary

Receive phone calls and assist members with new loan applications and provide the highest quality member service. Responsible for building, developing, and maintaining positive retail vendor and independent dealership relations as the primary contact on processing, funding, and closing of loans and through exceptional service and support, largely via telephone and email. Educates business partners on TTCU services and guidelines, and actively cross sells TTCU products. Supports TTCU’s Mission, Vision, and Core Values. All interactions and all service standards should align with these core beliefs. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.

Supervises: None

Essential Job Functions and Responsibilities

25% - In partnership with the Retail Loan Representative, receive phone calls and assist members by entering information and submitting loans applications, and questions regarding loan process, etc. Assist with auditing applications for completeness and keep an open line of communication-related to the status of loan applications. Escalate complex issues or applications as needed to the Retail Loan Representative or Retail Supervisor. Respond to members’ questions regarding valuations, rate and product inquiries, and application decisions.

25% - Act as primary contact for business partners for loan processing questions or issues. Respond to all Members and business partners’ request(s) with exceptional service and support, leaving a positive impact with each encounter, primarily by telephone and email, in a timely manner.

25% - Check member credit reports with each application submitted for variety of issues. Correct errors in application and verify fraud alerts. Resubmit applications for further review. Under the direction of the Retail Supervisor, review and process loan documents accurately, efficiently, and timely while adhering to all lending policies and regulations. Notify the appropriate retail vendor, independent dealer representative, or the member of any discrepancies and follow-up until all issues are resolved.

20% - Contribute to the achievement of retail lending goals by building trusting relationships with Members, fellow employees, and business partners and by staying informed on current products, services, and promotions to help determine member needs and refer appropriate services.

5% - Ensure operational integrity through consistent and timely audits of loan and new account files and documentation.

MINIMUM QUALIFICATIONS

Educational Requirements:  High School Diploma or GED required

Certificates/Licenses:  Must have and maintain a valid driver's license

Experience

At least 2 years Member service experience in a banking or related industry

Experience with Business Development and cross selling in a financial service industry

Some experience working in a dealership office or tag agency handling vehicle documents - 2 years preferred

Position Competencies

Collaborates:  Is an effective team player who adds complementary skills and contributes valuable ideas, opinions and feedback; communicates in an open and candid manner and can be counted upon to fulfill any commitments made to others on the team.

Effective Communication:  Utilizes a variety of communication modalities effectively and appropriately across multiple channels.

Functional Expertise:  Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.

Member Focus:  Builds and maintains collaborative relationships with internal and external members which result in member satisfaction with both the process and the outcome.

Resilient:  Maintains composure under pressure; handles difficult situations effectively, maintains a positive attitude despite adversity; uses adversity as a learning opportunity.

Self-Motivated:  Proactively takes the initiative to accomplish necessary tasks and seize new and often times challenging opportunities.

Job Knowledge

• Ability to read and understand a credit report.
• Basic knowledge with Microsoft Office (Word, Excel, PowerPoint, SharePoint, Teams, and Outlook) Basic experience working with title and lien entry laws
• Good organization skills and multi-tasking with attention to detail and accuracy
• Follow policies and procedures; support organizational goals and values; and demonstrated dependability through good attendance and adherence to timeliness and schedules

Interpersonal Skills

• Strong interpersonal and member service skills, including the ability to maintain composure under pressure while interacting with others face-to-face, by telephone, and through other communication modalities using active listening skills and developing rapport
• Intermediate written and verbal communication skills including good grammar skills, are required for working directly with co-workers and members Good telephone skills
• Ability to learn proprietary computer software such as Keystone, LoanStar, Lending 360, OnBase, and Cisco Agent Desktop
• Strong attention to detail and the ability to maintain confidentiality of all Members information and data, including employee, family, friends, and acquaintances.
• Ability to create an atmosphere which promotes TTCU’s Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic and professional demeanor while providing extraordinary service to members and fostering teamwork among employees.

Working Conditions

Routinely perform work indoors in climate-controlled shared work area with a moderate level of noise.

Must be able to perform job functions either independently or under supervision and work effectively on own. Must be able to plan their own work activities as well as take direction. Must be able to read and carry out various complicated written and oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.