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Support Specialist I

Company: We Florida Financial
Location: Pembroke Pines
Posted on: May 6, 2022

Job Description:

Job DescriptionPurpose: The primary function of this job is to provide outstanding service to existing members via phone / internet or indirectly by providing support to staff who are promoting and selling Credit Union services and products by fully using job-relevant technical skills, maintaining / updating technical skills and seeking to enhance service skills. This position is a three-level job progression track, which requires the employee to be proficient in one or more of the following areas: 1) membership maintenance, 2) direct loan processing, 3) home equity processing, and 4) indirect loan processing. This position requires the employee to be proficient in a minimum of one function within the first year of employment. Position advancement will occur when an additional skill function is achieved. All positions require the ability to make decisions within established guidelines, the willingness to work within a sales environment, and the ability to be a team player in an organization that values the spirit of teamwork. Essential Functions (employee must be proficient in one or more of the following areas): Membership Maintenance

  • Perform review and verification of new memberships
  • Mail required account disclosures
  • Order / replace plastic as requested to include debit and credit
  • Accurately maintain Credit Union document files
  • Research and process member research requests
  • Process maintenance requests on accounts
  • Set up and change ACH originations
  • Verify member requests via outbound telephone calls
  • Retrieve and re-file documents / files as needed for research
  • Set-up and troubleshoot access to various services / systems
  • Process and post monetary transactions
  • Identify signs of potential fraud and react appropriately
  • Process returned mail Loan Processing - Direct
    • Process / establish new direct consumer loans using established procedures
    • Process and set up approved Visa applications and record declined applications
    • Record and perfect title liens, process title changes, and release titles on paid out loans
    • Perform post-settlement consumer loan support functions such as disbursing funds, registering fee-based products (VSA, GAP, etc.), set-up and document review
    • Process loan changes
    • Set up and change ACH originations
    • Prepare, image and archive loan documents including adverse action letters
    • Identify signs of potential fraud and react appropriately Loan Processing - Indirect
      • Process / establish new accounts and indirect consumer loans
      • Prepare and mail account and loan disclosures
      • Record and perfect title liens, process title changes, and release titles on paid out loans
      • Process loan changes
      • Set up and change ACH originations
      • Prepare, image and archive loan documents
      • Identify signs of potential fraud and react appropriately
      • Prepare reports related to the Indirect loan portfolio Home Equity Processing
        • Process approved home equity loan requests including mailing required disclosures, performing title searches, flood certifications and ordering appraisals; keep members apprised of settlement status, and prepare loan documents
        • Provide post-settlement home equity loan support such as set-up, ordering checks and filing documents with the County
        • Process mortgage satisfactions
        • Monitor first lien position tax tracking
        • Process loan changes
        • Set up and change ACH originations
        • Prepare, image and archive loan documents
        • Identify signs of potential fraud and react appropriately Other Functions (required of all employees in this position classification):
          • Collect, open, sort, and deliver incoming U.S. and interoffice mail
          • Meter and package outgoing U.S. and interoffice mail
          • Assist in maintaining membership records confidentiality
          • Assist Fraud Management with prevention and recovery activities
          • Assist with miscellaneous duties (filing, file maintenance, etc.)
          • Scan branch work
          • Perform specific and delegated duties as assigned by management
          • Utilize empowerment matrix and follow We Florida Financial's service guidelines
          • Assist in end-of-day processing
          • Adhere to work environment maintenance standards
          • Follow established security procedures Job Qualifications Knowledge of:
            • Products / services
            • Policies / procedures and service philosophy
            • Safety / security programs (i.e., false alarms, robberies, bomb threats and extortion)
            • In-house computer system
            • Fraud identification and prevention techniques
            • PC literate, including working knowledge of Word and Excel Skills
              • Vision: Ability to complete necessary paperwork
              • Speech/Hearing: Ability to communicate verbally with staff, members, and vendors
              • Manual Dexterity: Ability to perform necessary computer-related input
              • Physical Mobility: Requires significant finger manipulation, hand-arm manipulation, hand/arm steadiness, eye/hand/foot coordination, limb movement without visual control, hand/ear coordination, skilled body coordination, and, skilled body positioning Ability to:
                • Understand / Follow moderately complex written and oral instructions
                • Express oneself clearly / concisely, both orally/in writing
                • Prioritize multiple member requests (handle daily routine with moderate freedom to interpret and act upon various situations)
                • Present a professional / personable personality to reinforce WFF's professional image
                • Interact with more than one department daily
                • Work within precise standardized guidelines with some latitude to take initiative
                • Possess versatility / flexibility to successfully serve as a back up to other positions as required
                • Possess creativity / resourcefulness to complete assigned duties without constant supervision
                • Possess mental concentration to resolve basic problems which are relatively redundant
                • Keep personal work updated and accurate
                • Accept responsibility for transactions performed and account records
                • Accept responsibility for access to confidential data
                • Adapt quickly to changing priorities
                • Positively contribute to the energy, cohesiveness and success of the Support Services functions
                • Work flexible hours and days to include nights and weekends

Keywords: We Florida Financial, Pembroke Pines , Support Specialist I, Other , Pembroke Pines, Florida

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