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Member Service Specialist

Company: Farm Credit Illinois
Location: Mahomet
Posted on: January 16, 2022

Job Description:

Description/Job Summary The Member Service Specialist serves in the Field Operations Department and reports directly to a Regional Manager located in one of the regional offices. This role is the "Office Champion" and is responsible for handling front-office duties and serves as the primary customer-facing role at the branch. The Member Service Specialist interfaces with members on a regular basis to address inquiries, resolve issues, maintain accounts, and provide assistance on a wide range of credit and administrative tasks. Additionally, this position plays a key role in regional office operations by managing day-to-day administrative duties and coordinating internal and external customer related events. Responsibilities/Duties Customer Service & Prospecting /The/ /Member Service Specialist serves/ as/ the day-to-day customer-facing support person, assisting members on a variety of requests and ensuring a positive experience. Key responsibilities include: / * Answers phones in a professional manner, directs phone calls to appropriate field personnel, and directly responds to incoming phone calls as appropriate * Assists walk-in customers by assessing and interpreting customer needs, responding to customer requests, and identifying appropriate staff members to respond to customer inquiries (e.g., online banking support to members) * Promotes and sells additional products and services to members by identifying needs, and aligning product or service solutions, often through product cross-selling assessments (e.g., online banking) * Creates mailing lists for initiatives in collaboration with the Loan Officers and Regional Manager * Maintains customer relationship database (e.g., EmPower) and completes periodic system data clean-ups to ensure information is accurate and up to date Portfolio Monitoring Activities /The/ /Member Service Specialist/ /monitors regional reports, such as the loan delinquency and UCC-1 reports, and takes appropriate action to ensure ongoing loan performance. Key responsibilities include:/ * Completes the following monitoring activities on a recurring basis: o Monitors the UCC-1 Expiration list on a regular basis, ensuring UCC-1 files are extended appropriately, and, if required, completes UCC-3 Amendments o Reviews the loans paid report, and if a relevant loan is identified, submits a request for full release of collateral following verification from the Loan Officer o Tracks the delinquency report on a daily basis, making initial contact with the customer and sending out notification through delinquency letters to liable parties o Receives and reviews the real estate tax report annually to verify if any collateral properties are in a tax default status, and notifies Loan Officers of adverse findings o Monitors the expired driver's license report and seeks updates from Loan Borrowers or Guarantors as appropriate o Facilitates the process of gathering year-end financial statements from loan Borrowers, and organizing loan financial files once information is received o Submits Estate Claim reviews upon notification of death of a liable party as related to a loan borrowing o Participates in the joint checks process by applying payment amounts to the loan upon receipt of joint checks and, subsequently, releasing collateral proceeds to the borrower in certain instances o Completes and obtains pertinent signatures for Conversion Agreement Account Maintenance /The/ /Member Service Specialist maintains loan accounts of the regional loan portfolio, such as correcting and updating information in the loan system and posting receipts and disbursements daily. Key activities include: / * Monitors daily, monthly, and year-end reports (e.g., closed loan report, ACH report) to identify and resolve various loan-related discrepancies * Processes and posts receipts and disbursements, including daily batch, to Borrower accounts * Sends service requests to Central Loan Accounting ("CLA") to process incoming and outgoing electronic funds transfers * Creates work queue requests for CLA to correct customer account payments or disbursement entries * Reviews suspended sight drafts and consults with the Loan Officer or Regional Manager to determine whether to accept or reject suspended sight draft, after which submits request to CLA work queue as appropriate * Verifies that there are sufficient funds available to disburse, prior to disbursing funds, via wire ACH or check * Verifies the member's identity and the validity of a requested transaction, when disbursement requests are not received in-person Regional Office Administration / The/ /Member Service Specialist/ /is responsible for all administrative tasks associated with a Regional Office's day to day operations. Key tasks include: / * Schedules and coordinates internal meetings and events with team members * Manages recurring building and office equipment maintenance as directed by the Regional Manager, contacting service providers as needed to ensure completion of service work * Manages and tracks the annual regional office budget in collaboration with the Regional Manager * Verifies accuracy of invoices related to miscellaneous office expenses * Routes incoming postal mail to recipients and prepares outgoing postal mail on a daily basis * Maintains sufficient levels of office supplies as prescribed within the Regional Budget * Arranges all external print requests through MED (e.g., letterhead, business cards) Customer Events & Marketing Committee / The/ /Member Service Specialist organizes and attends customer and community events, ensuring a positive member experience and promoting Farm Credit Illinois within their respective areas. Key activities include: / * Serves on the marketing committee, providing recommendations towards ongoing marketing related activities and reporting the various marketing initiatives to the Regional Office staff * Coordinates and attends member and community events as directed by Loan Officers, the Regional Manager, and Association initiatives * Facilitates electronic notifications (e.g., text messages) to regional office members and prospects regarding upcoming events, auctions, etc. * Maintains supply of general, promotional giveaway items for members, and orders specific giveaway items as directed by Loan Officers and the Regional Manager Project & Training Participation /The //Member Service Specialist/ /seeks to make an impact within the association through participation in strategically significant projects and training sessions. Key tasks include:/ * Participates in "high-level" committees to provide insight and develop processes and procedures * Participates in all required training sessions as determined by the Regional Manager Required Skills * General knowledge of accounting principles, practices and methods * Working knowledge of credit processing processes and procedures * Skill in listening and conveying awareness of a customer's problem or issue to find resolution * Skill in utilizing a systematic approach to problem solving * Skill in interacting and working effectively with others * Skill in gathering, compiling and organizing information * Skill in performing a variety of duties, often changing from one task to another of a different nature * Skill in utilizing technology to increase efficiency * Skill in establishing and maintaining cooperative working relationships with coworkers * Skill in hearing with thoughtful attention * Oral and written communication skills, sufficient to exchange information effectively with peers, supervisor and customers Required Qualifications High school diploma and 5 years of related experience in finance, loan processing or banking; or an equivalent combination of education and experience sufficient to perform the essential functions of the job.

Keywords: Farm Credit Illinois, Champaign , Member Service Specialist, Other , Mahomet, Illinois

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