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Tasks
1. Takes loan applications and approves within authority.
2. Opens accounts.
3. Answers general questions.
4. Solves problems and resolves account issues.
5. Cross-sells services.
6. Transfers calls to appropriate departments.
7. Places orders for checks, debit cards, etc.
8. Mails cashier’s checks.
9. Schedules loan closings.
Knowledge of…
• Applicable regulations
• Credit union products and services
• Credit union’s computer system
• Credit union’s identification policy
• Credit union’s scheduling system
• Dollar limits for checks
• Experts in each department and functions performed
• General credit union operations
• Lending software
• Loan procedures/documents
• Loan software
• Ordering process
• Sale/negotiable items and their fees
• The credit union phone system
• What information to collect
Skills in…
• Analyzing information
• Asking probing questions
• Assessing member needs
• Building rapport
• Checking for accuracy
• Communicating in writing
• Communicating verbally
• Cross-selling
• Delivering accurate instructions for loan processing
• Entering data
• Explaining processes members
• Explaining reasons for denial
• Following up
Skills in…
• Gaining member’s commitment
• Gathering appropriate information
• Identifying which departments can help
• Interviewing
• Listening
• Maintaining focus
• Maintaining member privacy
• Matching member needs with products/services
• Organizing
• Overcoming objections
• Paying attention to detail
• Performing general math calculations
• Reading a credit bureau report
• Showing calmness under pressure
• Showing empathy
• Showing helpfulness and caring
• Solving problems
• Teaching members about products and services
• Understanding and meeting member needs
• Using common sense
• Using telephone etiquette
• Using the computer
• Working out alternative solutions
Behavior
• Assertiveness
• Confidence
• Enthusiasm
• Flexibility
• Friendliness
• Helpfulness
• Patience
• Persuasiveness without being pushy
• Resourcefulness
• Self-directedness
• Tactfulness
• Timeliness
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