Financial Solutions Specialist - Contact Center - Cumberland

Who we are:

In 1951, seven Lockheed Georgia employees dreamed of a better way to bank and LGE Community Credit Union was born. Today we serve communities in Northwest Georgia as a not-for-profit financial institution. Unlike a bank, whose profits go to its shareholders, our profits go to our members in the form of better rates and lower fees. We are guided by a strong commitment to provide a better financial future for our members.

For the eighth year in a row, LGE has been recognized by the Atlanta Journal-Constitution as a Top Workplace (2013-2020).

Who you are:

Basic Qualifications:

• Great team player, self-initiative and strong sense of responsibility
• Ability to perform in a fast-paced and sometimes stressful working environment
• Ability to speak fluent English
• Ability to communicate in written English via email and chat with minimal grammatical errors.
• Ability to effectively interact with members and potential members in a professional manner with a demonstrated ability to achieve individual goals.
• Basic understanding of computer operation and programs
• Ability to multitask and work in multiple computer systems while communicating on the phone in a call center environment.
• Ability to gain and obtain the knowledge of lending practices; regarding interpretation of credit bureau reports, underwriting criteria, and basic lending philosophy
• Analytical Skills: Proven ability to gather, interpret, and solve complex problem

Preferred Qualifications:

• Education: Associate degree in finance, accounting, or business related field
• Experience: 1-3 years' experience in a call center and/or customer service environment

What you'll do:

The primary purpose of this position is to assist LGE Community Credit Union in living out its service mission, "Dedicated to our members' financial well-being." To achieve this goal the employee must provide outstanding service to both internal and external members.

Essential Functions:

• Promote an atmosphere of strong, quality member service and sales initiative through positive member interactions.
• Establish supportive and productive long-term member relationships through rapport, trust, and diplomacy.
• Identify the financial needs of our members and recommend LGE products and services that will enhance and compliment the member's financial relationship.
• Meet or exceed established sales and service goals, including promotion of revenue generating products and services as determined by management.
• Accurately process member financial transactions to include, but not limited to, deposits, withdrawals, payments and check cashing. Maintain collected negotiable items and balance daily.
• Interview members to obtain relevant facts to resolve account problems or discrepancies.
• Review the credit report pulled to determine whether additional opportunities are available such as new shares, auto refinance, debt consolidation, credit card or mortgage loans.
• Assure that applications and supporting documentation is complete prior to the closing of a loan, deposit account, or other related product/service.
• Open new membership accounts in branch and on-line. Troubleshoot and manage complex credit union account offerings; such as, but not limited to answering secured messages/emails/live chat, and completing credit returns and VOD's.
• Accept calls from assigned queues and respond to member's needs professionally. Duties may require deviation from standard scripts and procedures. This includes but is not limited to calling new accountholders to assess needs and suggest alternative products or services.
• Maintain awareness and report suspicious activity; identify potentially fraudulent activity to prevent credit union losses.
• Maintain in depth knowledge to have the ability to answer routine to complex questions on products and services, policies and procedures, and rules and regulations.
• Maintain composure in a high production and changing environment.
• Participate in and assist with Business Development and Community outreach programs.