Vantage West Credit Union

Part-Time Member Solutions Specialist I Job category: Contact Center Requisition number: PARTT004885 Part-time Corporate 2480 N Arcadia Ave Tucson, AZ 85712, USA Description GENERAL SUMMARY: Works with prospective and existing Members in a high-volume contact center environment to provide assistance to routine inquiries. Works inbound calls leveraging multiple systems and applications. Exceptional Member experience is expected and achieved by skillfully aligning product and service solutions that result in loan sales, deposit growth, and Member engagement. Maintains knowledge on all related products, services, and promotions to effectively create cross-sale opportunities based on Member needs. This role is eligible for a language stipend of $200/monthly after 90 days of employment Salary range is $19.00 - $22.72/hr. Job Grade, NE 8. Final salary is dependent on a candidate’s experience and qualifications. QUALIFICATIONS: Minimum Education & Experience Requirements: - High School diploma or equivalent - Three (3) years of customer service/sales experience. - To include (1) one year of banking or contact center experience - Availability: Mon, Tues, Fri 11am to 3pm, Thursday 8am to 12pm and every Saturday 9am-1pm. - Spanish speaking skills are a plus but not required Minimum Knowledge & Skill Requirements: · Ability to work independently and in a team environment · Active listening, organization, and time management skills to accurately and effectively service Members · Ability to communicate clearly and effectively · Must be customer service oriented with the ability to identify and meet Member needs · Ability to multitask in a fast-paced and changing environment · Skilled in navigating multiple screens and applications and adapting to new technologies · Ability to exercise initiative and use good judgement · Knowledge of credit union products and services · Knowledge of credit union policies and procedures and state and federal regulations COMPETENCIES: · Composure · Customer Focus · Conflict Management · Approachability · Learning on the Fly · Functional/Technical Skills WORKING CONDITIONS/ENVIRONMENT: Job requires sitting for extended periods of time. No heavy lifting required. OTHER REQUIREMENTS: Must comply with all aspects of the Bank Secrecy Act (BSA). Must be able to work a flexible schedule Monday through Saturday as needed. MAJOR ACCOUNTABILITIES AND TASKS: 1. Responds via phone, email, or secure message to routine Member inquiries regarding account(s). This includes, but not limited to account inquiries (Consumer, Business, Trusts, etc.), transfers, loan payments, loan applications, plastic card issues, online banking technical support, overdrafts, fee reversals, research, etc., while navigating through various systems. 2. Approaches Member requests with a professional, positive attitude and executes transactions with high-level of security, accuracy, and attention to detail. 3. Partners with external departments as a Member advocate to ensure inquiries are resolved in a timely manner. 4. Builds, develops, and maintains relationships with Members to ensure a positive Member experience. 5. Acts as the voice of the Member and recommends process improvements. 6. Determines Member’s financial needs and recommends appropriate products and services. Creates cross-selling opportunities to meet department and individual sales goals, while promoting teamwork. 7. Remains familiar with available resources to respond to Members' requests, questions, and issues. 8. Maintains an up-to-date and comprehensive knowledge on all credit union products, services, promotions, policies, procedures, rules, and regulations. 9. Performs other duties as assigned. About Us: At Vantage West, we pride ourselves on fostering a vibrant learning environment where curiosity and growth are at the heart of everything we do. Together, we are not just building a successful company; we are cultivating a community where everyone can thrive. Benefits And Perks: · Health Coverage – We offer medical, dental and vision coverage for you and your dependents. Other benefits include: life insurance, flexible spending accounts, pet insurance, Team Member Assistance Program (EAP), and Corporate Care Solutions (Backup Child and Adult Care Services). · Paid Time Off and Holidays – Work-life balance is a focus with generous paid time off, with additional time given for sick days, paid holidays, and 16 hours of paid time to participate in our community volunteer program. We also offer enhanced paid military leave and paid maternity/paternity leave. · Retirement Savings – Generous 401k Plan. · Development Activities – We focus on continuous growth by encouraging Job Shadowing and Personal Development Plans, which leads to a 40+% annual internal promotion rate. · Tuition Reimbursement – We have partnered with the University of Arizona Global Campus to offer eligible full-time employees 100% tuition coverage towards an online Bachelor’s or Master’s Degree.

GENERAL SUMMARY: The primary function of the Sr. Commercial Loan Processor is to provide friendly, prompt, and excellent service to members and coworkers to process all commercial loans in a fast paced, high volume lending environment. The Sr. Commercial Loan Processor must work with Relationship Managers, Business Lending Underwriters, Branch Personnel, and members to ensure timely and accurate packaging of all commercial business loans. The Sr. Commercial Loan Processor will gather information and take each file from pre-approval to closing, coordinate closings with members, banker, and title companies. The Sr. Commercial Loan Processor is responsible for ensuring all loan documentation is complete, accurate, verified, and complies with credit union policies and procedures. This senior position is responsible for cross training the Commercial Loan Processor II to fill in when out of the office. Advanced understanding of business lending regulations and internal governing policies is a must. Salary range is $27.17 - $35.67/hour. Job Grade, NE-12. Final salary is dependent on candidate's experience and qualifications. Remote work is not available for candidates residing in, or planning to reside in: AK, CA, CO, CT, DE, DC, HI, LA, ME, MA, MD, MN, MT, NJ, NY, OK, OR, PA, PR, RI, SD, VT, WA, or WI. QUALIFICATIONS: Minimum Education & Experience Requirements · High School Diploma or equivalent · 5 years of commercial loan documentation experience o To include two (2) years of experience using commercial loan documentation systems (e.g., LaserPro or comparable platforms) in a financial or legal environment, with demonstrated experience processing and closing commercial real estate loans. Preferred Experience · Demonstrates advanced expertise in documenting complex commercial loan structures within LaserPro, including lines of credit, construction, and multi-collateral facilities. · Configures and customizes LaserPro document packages to align with varying loan structures, collateral combinations, and institution-specific credit policies. · Experience with complex commercial real estate transactions, including multi-entity borrowers, multiple collateral types, or construction related loans. Minimum Knowledge and Skill Requirements · Intermediate to advanced knowledge of Microsoft Office (Excel, Word, Outlook) · Effective in working through challenges · Must possess a high level of inquisitiveness to determine the necessary requirements for processing difficult and unusual loan transactions. · Excellent verbal and written communication skills are necessary, by phone and though the internet. · Must be detail oriented, possess strong organizational skills, ability to multi-task, establish priorities and manage time effectively · Must possess mature judgment and have the essential skills to coordinate with several parties in a loan transaction. COMPETENCIES: · Training others · Process Management · Drive for Results · Time Management · Customer Focus WORKING CONDITIONS/ENVIRONMENT: Requires the employee to sit much of the time. Infrequent lifting of up to 25 pounds may be required. Must be available to work normal business hours, 8:00 AM- 5:00 PM MST, Arizona OTHER REQUIREMENTS: Must comply with all aspects of the Bank Secrecy Act (BSA). MAJOR ACCOUNTABILITIES AND TASKS: - Prepare commercial loan documentation with an emphasis on operational excellence. - Perform document review to ensure accuracy and completeness of all transactions by conducting a self-review of work completed to ensure accuracy of loan package. - Understanding of documenting multiple loan types to include commercial real estate, lines of credit, and equipment/vehicle. - Monitors closed loan portfolios to ensure compliance with covenants and requirements of loan closing documents in servicing the loan. - Effectively work with title companies to prepare title work and due diligence for commercial real estate loan requests for closing. - Obtain and review all pertinent information required to document loans for delivery to lender prior to the requested time. - Proactively identify issues that could potentially delay or prevent closings, notify the appropriate parties and work to resolve issues efficiently. - Review LaserPro and attorney prepared documents prior to booking and funding to ensure loan stipulations on the Loan Approval and Credit Memorandum are met. - Maintain knowledge of all aspects of commercial loan documentation, understanding legal entities and loan documents such as Notes, Security Instruments, Loan Agreements etc. - Work independently and prioritizes a high volume of work. - Review loan risks and competing security interests by examining UCC records . - Maintain knowledge of regulatory requirements. - Maintain knowledge of current loan policies. 14. Performs other duties as assigned. About Us: At Vantage West, we pride ourselves on fostering a vibrant learning environment where curiosity and growth are at the heart of everything we do. Together, we are not just building a successful company; we are cultivating a community where everyone can thrive. Benefits And Perks: · Health Coverage – We offer medical, dental and vision coverage for you and your dependents. Other benefits include: life insurance, flexible spending accounts, pet insurance, Team Member Assistance Program (EAP), and Corporate Care Solutions (Backup Child and Adult Care Services). · Paid Time Off and Holidays – Work-life balance is a focus with generous paid time off, with additional time given for sick days, paid holidays, and 16 hours of paid time to participate in our community volunteer program. We also offer enhanced paid military leave and paid maternity/paternity leave. · Retirement Savings – Generous 401k Plan. · Development Activities – We focus on continuous growth by encouraging Job Shadowing and Personal Development Plans, which leads to a 40+% annual internal promotion rate. · Tuition Reimbursement – We have partnered with the University of Arizona Global Campus to offer eligible full-time employees 100% tuition coverage towards an online Bachelor’s or Master’s Degree. Equal Opportunity Employer Veterans Disabled