Lending Center MSR
Kane County Teachers Credit Union
Aurora, IL
Lending Center MSR Location Aurora, IL : POSITION DESCRIPTION POSITION TITLE: Lending Center MSR DEPARTMENT: Lending Center CLASSIFICATION: Non-Exempt GRADE: 6 REPORTING RELATIONSHIPS POSITION REPORTS TO: Lending Center Manager POSITIONS SUPERVISED: None POSITION PURPOSE Responsible for providing outstanding member service and maintaining strong professional relationships with members via telephone. Responds to member telephone calls and assists with information requests. Courteously and promptly resolves member problems, or refers them to appropriate personnel. Actively cross-sells Credit Union products and services. Responsible for opening and closing accounts, receiving, originating, processing and closing applications for consumer, and credit card loans. Accurately completes related records, reports and documentation in a timely manner. Performs miscellaneous maintenance duties as required. Keeps Manager and Supervisor informed of area activities. ESSENTIAL FUNCTIONS AND BASIC DUTIES 1. Assumes responsibility for providing outstanding member service to members via telephone. a. Quickly and courteously responds to telephone calls. b. Makes outbound calls for a variety of reasons including but not limited to sales and problem resolution. c. Presents and explains Credit Union services and products to members and assists in meeting their financial needs. Opens and closes accounts. Provides accurate information on Credit Union products and services. Actively cross-sells and recommends appropriate products to meet member financial needs. Kane County Teachers Credit Union Position Description Revised: January, 2025 Lending Center MSR Page 2 d. Efficiently solves member problems by understanding the issue, gathering information, and identifying the problem. Refers problems to appropriate personnel if needed. Follows up, if necessary, to ensure problems are resolved. e. Interviews, takes applications, gathers information, and processes preliminary documentation on loan requests. Verifies loan applications and credit criteria including employment and income information. Verifies computation of debt ratio. Determines value of collateral. Requests additional information if required. Electronically routes applications to appropriate personnel for underwriting. f. Coordinates and processes consumer loan closings via eTotal Web. Ensures that each loan is promptly and properly prepared, documented, processed and disbursed. g. Sells insurance products including: credit life, disability and mechanical breakdown. h. Maintains privacy of member account information. Follows all security procedures. i. Ensures that all member services operations are conducted in accordance with established Credit Union policies and are legally compliant. j. Performs miscellaneous information maintenance as assigned. 2. Assumes responsibility for establishing and maintaining professional working relations with telephone banking members. a. Resolves questions, requests, and problems promptly and courteously. b. Keeps members informed of Credit Union policies and procedures. c. Maintains and projects the Credit Union's professional reputation. d. Obtains and conveys information as needed. 3. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management. a. Assists area personnel and other credit union personnel as needed. b. Keeps management informed of area activities and of any significant problems or concerns. Kane County Teachers Credit Union Position Description Revised: January, 2025 Lending Center MSR Page 3 c. Completes required reports and records accurately and promptly. d. Attends training sessions and Credit Union meetings as required. 4. Assumes responsibility for related duties as required or assigned. a. Ensures work areas are clean, secure, and well maintained. b. Performs related clerical duties as required. c. Completes special projects as assigned. PERFORMANCE MEASUREMENTS 1. Member support functions are efficiently, effectively, and accurately performed in accordance with established policies and procedures. 2. Telephone communications are professional, friendly, and appropriate. 3. Good business relations exist with members via telephone. Problems are courteously and promptly resolved. 4. Good working relationships and coordination exist with area personnel and with management. Supervisors are appropriately informed of area activities. 5. Required reports and records are accurate, complete, and timely. 6. The Credit Union's professional reputation is maintained and conveyed. QUALIFICATIONS EDUCATION/CERTIFICATION: High school graduate or equivalent. REQUIRED KNOWLEDGE: Knowledge of Credit Union products and services and cross-selling techniques. Thorough understanding of Credit Union policies and procedures. Knowledge of Windows based PC applications. EXPERIENCE PREFERRED: 1 year telephone member service or call-center experience Kane County Teachers Credit Union Position Description Revised: January, 2025 Lending Center MSR Page 4 SKILLS/ABILITIES: Excellent verbal and written communication skills. Strong member service skills. Able to access member information via computer. Professional telephone etiquette Ability to maintain confidentiality. Good sales abilities. Well organized and detail oriented. Strong proofreading skills. Ability to follow detailed, established procedures. Ability to recognize and resolve problems. Able to work well independently. Skill in using applicable software applications and PC equipment. Proficient typing skills. PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information. REPETITIVE MOTIONS: Movements frequently and regularly required using the wrists, hands, and/or fingers. AVERAGE VISUAL ABILITIES: Average, ordinary visual acuity necessary to prepare or inspect documents or products, or operate machinery. PHYSICAL STRENGTH: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.) WORKING CONDITIONS NONE: No hazardous or significantly unpleasant conditions (such as in a typical office). MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION Kane County Teachers Credit Union Position Description Revised: January, 2025 Lending Center MSR Page 5 REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved instructions, and to deal with problems involving a few variables. MATHEMATICS ABILITY: Ability to perform very basic math skills including adding, subtracting, multiplying, and dividing two digit numbers; the four basic arithmetic operations with money; and operations with units such as inch, foot, yard; ounce, and pound (or their metric counterparts). LANGUAGE ABILITY: Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences using proper punctuation, and using adjectives and adverbs. Ability to communicate in complex sentences using normal word order with present and past tenses and good vocabulary.
Posted 2025-09-27
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