Contact Center Loan Member Advisor I

Build a Career That Makes a Difference At Red Canoe Credit Union, we're more than a financial institution. We're a people-first organization dedicated to helping our members, employees, and communities thrive. We're looking for passionate, knowledgeable, and dependable individuals who want to make a meaningful impact every day. As a member-owned, not-for-profit credit union, our focus is simple: people over profits. When we succeed, our members benefit. If you're searching for a rewarding career where your work matters and your contributions are valued, Red Canoe could be the perfect fit. Since 1937, we've stayed true to the cooperative principles that set credit unions apart. For nearly 90 years, we've reinvested in our members rather than shareholders, helping build stronger financial futures and stronger communities. Today, Red Canoe serves members through 11 branches across Washington and Oregon, with members in all 50 states. While we've grown, we've never lost our local roots. Giving back, supporting our neighbors, and making a positive difference in the communities we serve are at the heart of everything we do. Join a team that's committed to people, purpose, and community. At Red Canoe Credit Union, we believe in rewarding talent and experience with competitive and transparent compensation. For this role, the target hourly pay range is $24.66 to $26.58, within a broader range of $21.92 to $32.88, depending on qualifications. Actual compensation is based on a variety of factors, including job-related skills, experience, education, and training. In addition to base salary, we offer performance-based incentive opportunities that vary by role. These incentives are designed to recognize and reward strong individual and team contributions. Contact Center Loan Member Advisor I     Job Code CCLMAI FLSA STATUS Non-Exempt REPORTS TO Contact Center Manager DEPT Contact Center SUPERVISES None WAGE   REVISED     POSITION PURPOSE The Loan Member Advisor I provide a seamless delivery of member service from routine teller services to complex issues by assisting in the Contact Center. The role will be required to deliver a high-quality member experience while using their knowledge of multiple products and will identify, diagnose, and act on members’ consumer financial needs, including referrals to the appropriate line of business for specialized services. The CC LMA I utilizes their thorough knowledge of credit union products, consumer loans, lines of credit and deposit products (such as savings, checking, money market, and certificate of deposit), to provide excellent service to the member. The Lending Member Advisor I is responsible for creating an outstanding member experience in lending and delivering expertise in specialized financial services.   ESSENTIAL JOB FUNCTIONS * Member/Account Transactions - Assist members with their accounts over the telephone. Process teller transactions which include withdrawals, deposits, Visa advances, payroll deduction changes. Abide by check acceptance limits for Business and Personal checks. All items above the limit will require approval from Branch management or and override. * Member/Account Maintenance - Aid with all credit union products and services, and products offered by Red Canoe Financial Group. Open and maintain all new accounts, products, and services. In addition, handle complaints, troubleshoot, research, and maintain accurate records associated to services provided. * Lending – Assist members by taking basic loan applications for VISA, LOC, Shared Secured, dealer loans with PO in Washington and Oregon, and internal refinances. Refer action to Senior Underwriting for recommendations and decisions. * Sales & Service Performance - Effectively refer products and services and their features and benefits as outlined in the CUNA “Creating Member Loyalty” program. Track referrals, member relationships and contacts using the program software. Make quality product and service referrals to existing members & non-members. Sales efforts include, but are not limited to, referrals, buyouts, member surveys and out bound service calls. * Inbound Lending Calls-Maintain professional member service by meeting the quality service standard, SLA, and schedule adherence standards. Backing up CHAT, Email and other interaction queues as needed.   CRITICAL JOB DUTIES  * Dependability – Adhering to the agent schedule start, break, lunch and end shift times. Giving sufficient notification for missed work, appointments or PTO scheduled time off. Following through on assignments and counted on to complete assignments in a timely and competent manner. Must be self – directed, take initiative and is proactive * Employee/Member Relations – The degree to which employee/member service application is demonstrated in the day-to-day business environment. * Adaptability - Showing openness to change and new ideas. Ability to adjust to changing work requirements and respond to new situations. * Quality Service – The percentage earned on quality service rating from Mystery Shops. * Teamwork & Cooperation – Promote a positive, productive, and professional working environment. Demonstrating sensitivity, cooperation, understanding and respect. * Productivity – Level of work output or productivity as compared to a standard or compared to others. * Policy Compliance – The degree to which the individual complies with company policies. * Other Critical Job Duties * Maintain good telephone and communication skills. * Assist with month-end and daily reports for department. * Maintain and processes signature cards. * Accurate account maintenance including methods of ID verification with MFA, SMS, or out of wallet questions. * Scanning of checks, signature cards, loan documents * Assist members as needed to provide quality services with knowledge of products and services to effectively cross-sell/referrals. * Knowledge of dividend calculations * Knowledge of compliance related issues * Resolve and report member complaints including filing UAR's under suspicious circumstances for BSA. * Understand and explain deposit coverage (NCUA) * Process check orders, stop payments, statement requests, check copy requests, payroll deduction, process digital services such as pay by card services with SWIVEL. * Provide accurate quality service on loan inquiries and loan interviews. * Duties as assigned by the Branch Manager.   BASIC REQUIREMENTS BASIC REQUIREMENTS * Must be bondable. * Professional appearance and demeanor * Must possess people skills; be friendly and outgoing with members and employees. * Excellent oral and written communication/ presentation skills * Outstanding public relations skills; outgoing and friendly * High degree of accuracy and competence, including basic math. * High motivation to cross sell/ communicate services. * Must be dedicated to achieving goals set by management. * Maintain thorough knowledge of Credit Union philosophy and professional cross selling and service skills.   MINIMUM QUALIFICATIONS * High school diploma or equivalent * Credit Union teller experience, preferred. * 1 year + New Accounts and lending experience preferred; related training or experience considered. * Keyboard proficiency * Ability to read English by sight; and both speak and write English * Ability to hear by telephone and in person.   JOB RELATIONSHIPS * This position reports directly to the Contact Center Manager and may have daily contact with employees, management team, members, Board of Directors, and outside organizations.   ESSENTIAL MENTAL, PHYSICAL & ENVIRONMENTAL DEMANDS * General - The physical demands described here are representative of those that must be to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. * Physical - Office mobility required. Approximately 20% standing, 70% sitting, 10% walking, as need demands. Possess sufficient manual dexterity to skillfully operate standard office equipment including a computer or typewriter keyboard, 10-key calculator, facsimile machine, photocopier, and telephone. Other demands include talking, handling & reaching, seeing (corrected vision) and hearing in normal range. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. A telephone device to enhance hearing will be provided if needed. Occasional light lifting. The employee must occasionally lift and/or move up to 30 pounds. Periodic inter-branch or interdepartmental access may be required, including for distribution and access to various materials, equipment, meetings, etc. Storage and retrieval of materials, maximum reach required is 84 inches. * Mental - Mental effort required involving considerable organization, planning, and analytical efforts with superior communication. General demands include alertness, observation, empathy, ingenuity, learning ability, problem solving; patience; initiative; memory; objectivity, creativity, speaking ability, reading, and writing ability, judgment, persuasiveness, concentration, flexibility, precision, and auditory discrimination. * Environmental - Minimal discomfort from heat, dust, air conditioning. The noise level is usually moderate, including external road noise. Transport within remote branch and/or main office/facility may be single or multilevel (as required) including a variety of stairways, elevators, etc. Exposure to computer and other electronic equipment. Lunch/break area exposed to microwave; and is in the basement at main office. Facility is 100% free of tobacco smoke. * Equipment - Essential equipment used includes but may not be limited to telephone, personal computer, other on-line computer terminal(s), calculator, and office security systems. Non-essential equipment generally includes paper shredder, photocopy machine, facsimile (fax) machine, etc.   APPROVALS This is to acknowledge the undersigned have thoroughly reviewed the position description. It is understood that while this document attempts to provide a complete description of the position requirements, it does not include an exhaustive list of functions which may be delegated from time to time. It is understood Red Canoe CU reserves the right to revise, change or disregard certain or all position responsibilities when, in the opinion of management, circumstances warrant. The employee further acknowledges their understanding of each position responsibility for which they will be held accountable and agrees to carry each out to the best of their ability. This position does not constitute a written or implied contract of employment. ____________________________________  Employee: _______________  Date:   ____________________________________ Manager: _______________  Date: ___________________________________ CHRO: ________________  Date:   REVISED May 2025   Red Canoe Credit Union provides the following benefits to all employees. * Medical, Dental & Vision Insurance * Employee Assistance Program * Life Insurance * 401K with employer match * Wellness Program * Flexible Spending Account * PTO leave * Paid Jury Duty Leave * Paid volunteer time A few more perks * Annual logo wear allowance * Gym Reimbursement * Tuition Reimbursement for full-time employees * Employee loan discount * Bilingual pay differential EEO/AAEmployer/Vets/Disabled/Race/Ethnicity/Sex/Age