Meritrust Credit Union

Operations Fulfillment Associate

US-KS-Wichita
3 weeks ago
Job ID
2017-2371
# Positions
2
Category
Retail Operations
Hours
Mon-Fri 8am - 6 pm & som Sats 9am-12noon
Type
Regular Full-Time
TRIAD
8710 E. 32nd Street North

Overview

The primary function of this position is to provide support to Retail and Contact Center staff. Support will be provided by meeting or exceeding service level agreements set for fulfilling member requests and other job responsibilities specified below.

Responsibilities

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

 

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

 

  • Fulfill ACH set-up and maintenance for members from requests funneled through the Contact Center.
  •  
  • Fulfill loan maintenance items for members from requests funneled through the Contact Center. Loan maintenance items include, but are not limited to: due date adjustments, loan extensions, loan issue research and correction, ancillary product maintenance.

 

  • Maintain personal accountability for the accurate resolution of member requests while upholding the highest standard of service.

 

  • Provide guidance and aid in problem resolution for Retail staff and Contact Center associates through various channels. Problem resolution may require performing research on a wide variety of issues, setting expectations, and working with other departments.

 

  • Back-up for maintaining the Intelligent Limits System (ILS) Program:
    • Provide training and educate branch and member support staff regarding the ILS Program.
    • Receive and underwrite repayment plan requests from a template completed by a Retail or Contact Center associate.
    • Fulfill repayment plan set-up in DNA and send required documents to member via DocuSign or branch channel.
    • Track and prepare management reports related to member utilization of the ILS Program’s services.
    • Receive/compile monthly and daily custom reports of ILS Program activity and income.
    • Analyze data, monitor and report changes and results of the ILS Program on a periodic basis.
    • Work with IT and other applicable departments to resolve reporting inconsistencies.
  • Back-up for processing Credit Disputes filed via mail and electronically. This process includes researching the credit issue, resolving the issue, and responding within the timeframe required.
  • Present a positive, successful image of the credit union through a professional appearance and courteous attitude.

 

  • Continuously research, ask questions, and make suggestions in order to aid in process improvement.

 

  • This position is evolving rapidly and will take a personality that can thrive in a changing environment.

 

  • Future job responsibilities will most likely include fulfillment items including, but not limited to:
    • Bill Pay Research
    • Check Copy Requests
    • Credit Care Balance Transfers
    • Stop Payment Requests
    • Statement Copy Requests
    • Address Changes
    • Check Orders

Qualifications

 

  • Customer Service experience.
  • Advanced knowledge in products and services offered credit union wide.      
  • Excellent ability to navigate multiple applications at one time.
  • Strong focus on the member with the ability to multi task.
  • Sales experience of 1-3 years or more preferred.
  • Knowledge of principles and practices of a financial institution. Previous financial institution experience of 3 years or more preferred, including cash handling and member service.
  • Excellent oral communication skills.
  • Ability to operate applicable PC programs necessary for job function.
  • Leadership and or previous supervisory experience preferred.
  • High School diploma or equivalent

 

 

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