Job Openings: Contact Center Product/Lending Specialist- Penn Yan
| Announcement Date: | October 14, 2025 |
| Location of Position: | Penn Yan Office- Penn Yan, NY |
| Salary: | $17.48 – 21.85 per hour (The actual compensation will be determined based on experience and other factors determined by law.) |
| Days: | Monday-Friday |
| Hours: | 8:15am – 5:15pm |
Duties:
Prepare and process loan and membership applications from digital channels. These digital channels include online applications and telephone as well as other online channels that may be implemented in the future. Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers calls to appropriate departments.
Essential Duties:
- Interview members and gather information for loan officer approval of loan while following loan procedures and policies. Maintain member loan files.
- Process approved loans. Disburse loan proceeds.
- Understand and obtain credit ratings / credit reports from outside agencies.
- Prepare paid off loan paperwork for members.
- Understand adverse action requirements and send adverse action forms for denied loans.
- Timely response to members providing updates on application and any delays.
- Explain payment methods available to member through all channels. Assist with setting up as needed.
- Understand insurance offered by credit union for various products and services. Promote appropriate coverage to member, and explain benefits and cost.
- Assist members through other channels such as secure messaging, chat, video and online applications. Assist with use of Adobe Sign for electronic signatures.
- Obtain a thorough knowledge of requirements for special accounts: Custodial, Rep Payee, Court Ordered, Burial, Trust, Organization and Business Accounts
- Review and process account opening applications submitted through digital banking channels. Identify fraudulent accounts and report to Risk Management.
- Answer phones. Transfers calls to specific staff or departments as requested by the member.
- Process requests for check orders, change of address, stop payments, account maintenance, transfers, check and statement copies, or other account needs.
- Handle member requests provided through secure messaging.
- Complete digital banking password reset, unlock accounts, and assist with updating contact information.
- Provide information to members on electronic deposits and withdrawals, including loan payment methods.
- Answer member question on credit card payment and transaction history, declined transactions, balance transfers and other 1st level questions.
- Review debit card alerts, unblock cards as needed and escalate disputes to Card Services.
- Obtain working knowledge of all digital banking products and services; instruct members on how to complete tasks over the phone.
- Take payments over the phone via cash advance, transfers and credit card payments from outside accounts.
- Utilize various systems including but not limited to the core, back office systems for digital banking and card processors, and department specific core features.
- Perform clerical duties as assigned.
- Become proficient in all credit union services and products. Explain, promote and cross sell them to members as appropriate.
- Assist in other job duties as assigned by management.
- Comply with all safety and security policies, practices and procedures. Report any unsafe or suspicious activities to your supervisor.
- Community involvement is a requirement of this position as outlined in the ServU Employee Handbook.
- Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets
Requirements:
- One to three years of similar or related experience
- Meridian Link account opening and loan application experience
- Team player with department and other staff
- Ability to handle multiple tasks simultaneously
- Excellent grammar and communication skills
- Strong computer skills
- Organization skills with great attention to detail
- Ability to sit for long periods of time
- Timeliness and regularity of attendance are essential to the job
- High level of confidentiality is mandatory
How to Apply
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