Consumer Processing Specialist II
Bellco Credit Union, Englewood, CO, United States
Consumer Processing Specialist II
The Consumer Processing Specialist II will collaborate with Consumer Processing staff to support consumer loan requests, ensuring a high level of service and accuracy. This role involves working closely with members, credit union staff, and internal team members. The Consumer Processing Specialist II will be responsible for processing and funding activities and is considered a subject matter expert on both direct and indirect channels. They will assist in deescalating situations while maintaining exceptional service standards. Organizational Relationships: Reports to: Sr Manager of Consumer Operations Supervises: NA Contacts: All levels of credit union employees and members Qualifications/Requirements: Experience: Minimum 3 years in customer/member service role required Proficiency with tracking, meeting deadlines, operational and compliance requirements In depth knowledge of Consumer Lending originations or financial industry experience Education: Associates degree in related field or equivalent experience preferred Skills: Proficiency in Microsoft Office (Word, Excel, Outlook) is required Ability to understand and execute tasks within Service Level Agreements (SLAs) Strong problem-solving skills with the ability to analyze data, interpret findings and present them to management clearly and concisely Capacity to manage multiple demands and competing priorities in a dynamic, collaborative team environment Effective time management skills, with the ability to prioritize workload based on department requirements and member needs while working in a dynamic, collaborative team environment Ability to work independently while fostering a positive team environment Comprehension skills to understand materials and follow instructions; Effective communication skills, both verbal and written Sound judgment and reasoning to resourcefully solve routine problems; Organizational skills to handle multiple tasks and prioritize effectively while maintaining excellent member service Ability to handle confidential and sensitive information with discretion. Essential Functions: Demonstrates Bellco's Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments while holding staff accountable to standards. Review and support all activities associated with direct and indirect Consumer Loan Processing. Includes day-to-day relationships, phone coverage, email support, setting and accomplishing priorities, while maintaining a high level of productivity, and quality standards. Ensure compliance with regulatory, and Agency requirements including but not limited to SCRA, Fair Credit Legislation, and CFPB. Ensure high level of accuracy and completion of activities associated with the processing of all consumer loan functions. Assisting in escalated member scenarios and utilizing out of the box solutions to resolve and improve the overall experience Using expertise in consumer loan processing for both channels to recognize trends, opportunities for improvement and efficiencies; Providing feedback as needed to management. Tracking individual productivity and results to maintain and meet established team & department SLAs Responding to member inquires and questions while providing excellent member service related to their requests via outbound and inbound calls and email Report on vendor performance and service standards to management team as necessary. Regular and punctual attendance. Working Conditions: Office environment. Bellco Credit Union provides a comprehensive benefits package to all regular, full time and part time employees, including: Medical, Dental, Vision, 401 (k) with company match, Supplemental Life Insurance, Paid Vacation, Paid Sick Days, and Paid Holidays. In addition to base compensation, Bellco Credit Union offers bonuses for the following roles: Non-exempt branch roles may earn monthly bonuses for meeting production goals and quarterly bonuses for meeting team goals. Exempt branch roles may earn quarterly bonuses for production and team goals. Exempt non-branch management roles may be eligible for an annual managerial bonus. Non-branch non-management roles may be eligible for on-the-spot bonuses for extraordinary performance.
The Consumer Processing Specialist II will collaborate with Consumer Processing staff to support consumer loan requests, ensuring a high level of service and accuracy. This role involves working closely with members, credit union staff, and internal team members. The Consumer Processing Specialist II will be responsible for processing and funding activities and is considered a subject matter expert on both direct and indirect channels. They will assist in deescalating situations while maintaining exceptional service standards. Organizational Relationships: Reports to: Sr Manager of Consumer Operations Supervises: NA Contacts: All levels of credit union employees and members Qualifications/Requirements: Experience: Minimum 3 years in customer/member service role required Proficiency with tracking, meeting deadlines, operational and compliance requirements In depth knowledge of Consumer Lending originations or financial industry experience Education: Associates degree in related field or equivalent experience preferred Skills: Proficiency in Microsoft Office (Word, Excel, Outlook) is required Ability to understand and execute tasks within Service Level Agreements (SLAs) Strong problem-solving skills with the ability to analyze data, interpret findings and present them to management clearly and concisely Capacity to manage multiple demands and competing priorities in a dynamic, collaborative team environment Effective time management skills, with the ability to prioritize workload based on department requirements and member needs while working in a dynamic, collaborative team environment Ability to work independently while fostering a positive team environment Comprehension skills to understand materials and follow instructions; Effective communication skills, both verbal and written Sound judgment and reasoning to resourcefully solve routine problems; Organizational skills to handle multiple tasks and prioritize effectively while maintaining excellent member service Ability to handle confidential and sensitive information with discretion. Essential Functions: Demonstrates Bellco's Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments while holding staff accountable to standards. Review and support all activities associated with direct and indirect Consumer Loan Processing. Includes day-to-day relationships, phone coverage, email support, setting and accomplishing priorities, while maintaining a high level of productivity, and quality standards. Ensure compliance with regulatory, and Agency requirements including but not limited to SCRA, Fair Credit Legislation, and CFPB. Ensure high level of accuracy and completion of activities associated with the processing of all consumer loan functions. Assisting in escalated member scenarios and utilizing out of the box solutions to resolve and improve the overall experience Using expertise in consumer loan processing for both channels to recognize trends, opportunities for improvement and efficiencies; Providing feedback as needed to management. Tracking individual productivity and results to maintain and meet established team & department SLAs Responding to member inquires and questions while providing excellent member service related to their requests via outbound and inbound calls and email Report on vendor performance and service standards to management team as necessary. Regular and punctual attendance. Working Conditions: Office environment. Bellco Credit Union provides a comprehensive benefits package to all regular, full time and part time employees, including: Medical, Dental, Vision, 401 (k) with company match, Supplemental Life Insurance, Paid Vacation, Paid Sick Days, and Paid Holidays. In addition to base compensation, Bellco Credit Union offers bonuses for the following roles: Non-exempt branch roles may earn monthly bonuses for meeting production goals and quarterly bonuses for meeting team goals. Exempt branch roles may earn quarterly bonuses for production and team goals. Exempt non-branch management roles may be eligible for an annual managerial bonus. Non-branch non-management roles may be eligible for on-the-spot bonuses for extraordinary performance.