TruStage
Job Purpose
Under the direction of the Lending Operations Manager, this position performs Service Functions for the Lending Products. The role interacts with customers & CMG Distribution Staff to gather and analyze customer needs, making recommendations for Lending Products that fill those needs. It coordinates internal and external resources and systems needed to complete each customer request and is also accountable for fulfillment of account level and statewide regulatory updates to documents, including conducting basic compliance reviews.
This position receives and places telephone calls, maintains solid customer relationships by handling questions and concerns with speed and professionalism, and ensures customer satisfaction by responding to customer needs. Duties include processing document orders, verifying transactions, preparing correspondence, and solving problems.
Job Responsibilities
Exhibit excellent customer service towards internal and external customers.
Respond to inbound customer calls in a Call Center environment; triage compliance calls and set up appointments with the appropriate Compliance Analyst.
Act as a liaison to customers for the Service Products, working with field staff and customers directly to utilize customer information to assess needs and make recommendations on Services Products that best meet customer needs.
Provide upsell and cross‑sell alternatives to customers that are mutually beneficial to both the customer and CUNA Mutual Group.
Process customer requests for Services Products received via multiple channels.
Evaluate and input information from all relevant sources into the appropriate processing systems, including replacement and payment information.
Evaluate requests using appropriate compliance measures, system processes and tools.
Complete fulfillment from initial receipt of request to production; understand the overall fulfillment process and customer needs to make good judgment when processing requests. Refer expertise‑beyond‑scope requests to higher fulfillment levels. Systems used include Intranet, CARMA, Forms Generation, Microsoft Outlook, Microsoft Office, Profile and InterGroup.
Handle orders generated due to a regulatory update or document enhancement.
Follow up on customer requests pending information, forms, and/or financial considerations with either the field representative or customer.
Assure quality and accuracy of all requests processed, correcting errors when detected.
Take appropriate action on follow‑ups, reopens, reissues, and complaints as qualified by training and experience.
Represent work area in corporate and department projects as needed.
Job Requirements
Bachelor’s degree in Business, Marketing or an equivalent trade‑off of work experience in the financial services industry with an emphasis in operations.
Three (3) years of work experience in an office setting involving analyzing and interpreting customer information to conduct needs‑based selling and customer service activities.
Three (3) years of compliance experience in analyzing, interpreting and applying Federal & State lending regulations.
Working knowledge of all Services Products and Operational Processes.
Working knowledge of Credit Union lending and savings processes and practices.
Demonstrated understanding of Data Processor relationships in connection with credit union operations.
Demonstrated ability to communicate verbally and in writing with internal and external customers via telecommunications equipment.
Demonstrated flexibility with tasks and responsibilities as well as organizational and planning skills to process a high volume of work and meet deadlines and standards.
Attention to detail and ability to maintain a high level of accuracy.
Demonstration of teamwork skills via previous work assignments.
Demonstrated ability to work under own initiative.
Intermediate computer skills required to operate effectively in a Windows environment.
Two (2) years of experience with:
Forms design software, including Adobe LiveCycle and Adobe Professional.
Personal computers including Windows operating systems and associated PC software packages and internet applications.
Thorough knowledge of computers and associated programming utilizing JavaScript or XML.
Demonstrated ability to use forms creation concepts including design software, terminology, layout and placement of data fields.
Compensation Base Salary Range: $48,483.00 - $84,846.00
Benefits TruStage offers a sound, inclusive benefits program that supports work‑life balance, career growth and retirement assistance. In addition to base pay, eligible employees may receive an annual incentive (bonus) plan. Other available benefits include medical, dental, vision, employee assistance program, life insurance, disability plans, parental leave, paid time off, 401(k), and tuition reimbursement. TruStage also supports hybrid work models to promote flexibility.
Accommodation Request TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please contact the accessibility department.
Additional Information TruStage may process applicant information using an Artificial Intelligence (AI) tool. This tool automatically generates a screening score based on how well applicant information matches the requirements and qualifications for the position. TruStage recruiters use the screening score as a guide to further evaluate candidates; the score is one component of an application review and does not automatically determine whether a candidate moves forward. Candidates may choose to opt out of this process.
Other Details
Salary Grade: 235
Replacement Position: 1
Location: Madison, WI
Hours: TBD
Seniority Level Not Applicable
Employment Type Full‑time
Job Function Other
Industries Financial Services, Insurance, and Investment Management
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This position receives and places telephone calls, maintains solid customer relationships by handling questions and concerns with speed and professionalism, and ensures customer satisfaction by responding to customer needs. Duties include processing document orders, verifying transactions, preparing correspondence, and solving problems.
Job Responsibilities
Exhibit excellent customer service towards internal and external customers.
Respond to inbound customer calls in a Call Center environment; triage compliance calls and set up appointments with the appropriate Compliance Analyst.
Act as a liaison to customers for the Service Products, working with field staff and customers directly to utilize customer information to assess needs and make recommendations on Services Products that best meet customer needs.
Provide upsell and cross‑sell alternatives to customers that are mutually beneficial to both the customer and CUNA Mutual Group.
Process customer requests for Services Products received via multiple channels.
Evaluate and input information from all relevant sources into the appropriate processing systems, including replacement and payment information.
Evaluate requests using appropriate compliance measures, system processes and tools.
Complete fulfillment from initial receipt of request to production; understand the overall fulfillment process and customer needs to make good judgment when processing requests. Refer expertise‑beyond‑scope requests to higher fulfillment levels. Systems used include Intranet, CARMA, Forms Generation, Microsoft Outlook, Microsoft Office, Profile and InterGroup.
Handle orders generated due to a regulatory update or document enhancement.
Follow up on customer requests pending information, forms, and/or financial considerations with either the field representative or customer.
Assure quality and accuracy of all requests processed, correcting errors when detected.
Take appropriate action on follow‑ups, reopens, reissues, and complaints as qualified by training and experience.
Represent work area in corporate and department projects as needed.
Job Requirements
Bachelor’s degree in Business, Marketing or an equivalent trade‑off of work experience in the financial services industry with an emphasis in operations.
Three (3) years of work experience in an office setting involving analyzing and interpreting customer information to conduct needs‑based selling and customer service activities.
Three (3) years of compliance experience in analyzing, interpreting and applying Federal & State lending regulations.
Working knowledge of all Services Products and Operational Processes.
Working knowledge of Credit Union lending and savings processes and practices.
Demonstrated understanding of Data Processor relationships in connection with credit union operations.
Demonstrated ability to communicate verbally and in writing with internal and external customers via telecommunications equipment.
Demonstrated flexibility with tasks and responsibilities as well as organizational and planning skills to process a high volume of work and meet deadlines and standards.
Attention to detail and ability to maintain a high level of accuracy.
Demonstration of teamwork skills via previous work assignments.
Demonstrated ability to work under own initiative.
Intermediate computer skills required to operate effectively in a Windows environment.
Two (2) years of experience with:
Forms design software, including Adobe LiveCycle and Adobe Professional.
Personal computers including Windows operating systems and associated PC software packages and internet applications.
Thorough knowledge of computers and associated programming utilizing JavaScript or XML.
Demonstrated ability to use forms creation concepts including design software, terminology, layout and placement of data fields.
Compensation Base Salary Range: $48,483.00 - $84,846.00
Benefits TruStage offers a sound, inclusive benefits program that supports work‑life balance, career growth and retirement assistance. In addition to base pay, eligible employees may receive an annual incentive (bonus) plan. Other available benefits include medical, dental, vision, employee assistance program, life insurance, disability plans, parental leave, paid time off, 401(k), and tuition reimbursement. TruStage also supports hybrid work models to promote flexibility.
Accommodation Request TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please contact the accessibility department.
Additional Information TruStage may process applicant information using an Artificial Intelligence (AI) tool. This tool automatically generates a screening score based on how well applicant information matches the requirements and qualifications for the position. TruStage recruiters use the screening score as a guide to further evaluate candidates; the score is one component of an application review and does not automatically determine whether a candidate moves forward. Candidates may choose to opt out of this process.
Other Details
Salary Grade: 235
Replacement Position: 1
Location: Madison, WI
Hours: TBD
Seniority Level Not Applicable
Employment Type Full‑time
Job Function Other
Industries Financial Services, Insurance, and Investment Management
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