Performs duties in the Call Center, Lending Area or Operations Department as assigned.

Provide accurate and detailed information to credit union members concerning credit union services and policies to include: shares, audio express, share drafts, certificates, IRA's, payroll deduction, loans, Visa, and automated teller machine cards.

Receive members in person or by telephone and greet members, and in turn, handle the transaction requested or direct them to the proper person. Insure that all requests for services by members are processed in a timely manner in accordance with credit union policies and procedures.

Responsible for marketing credit unions products and services by cross-selling.

Operate and maintain a working knowledge of the data processing system as it relates to the daily operations of the credit union. This includes the ability to enter all transactions, deposits, withdrawals, and maintain accounts.

Act as the "personal image" of the credit union by greeting members, either in person or by telephone, in a warm, courteous manner so as to promote good will among them.

Conduct loan interviews and, as authorized, approve and process loan applications in a timely manner in accordance with credit union policies and procedures and all applicable laws.

CALL CENTERProvides in person or by telephone, detailed information concerning credit union services or policies.

Answer member questions and resolve account problems; assist members in reconciling account balances; waive fees when indicated or refer to higher level personnel if unable to resolve problem.

Assist loan officer in obtaining information from members on applications; assist loan department with processing loan requests, pulling files and credit reports, preparation of loan documents and all functions necessary for loan approval.

Prepare bi-weekly and monthly payroll change report (including setting up payroll group and/or allocation to various credit union accounts).

Approve loan requests within authorized limits.

Quote accurate loan pay-off information.

Recommends exception approval to Director of Lending or designee.

Oversee follow-up system of loan documentation, locate missing documents or information, take appropriate action to protect Credit Union’s interest.

Return titles or deeds of trust to members when loans are paid.

Perform other duties as may be required or requested by the Financial Guidance Counselor.

LENDING AREAObtain information from members for Consumer and Mortgage Applications. Process loan requests, analyze credit reports, prepare loan documents, disburse loan funds, and perform all other duties that are needed to assist in the loan approval process.

Responsible for verifying and insuring that all mortgage requests are within credit union policy and procedures, and that each mortgage request is properly prepared, documented and approved.

Perform borrower prequalification assessment and analysis of financial condition; carefully assess and evaluate the risk of financing requests within the framework of the credit union’s culture and current economic and industry trends.

Coordinate process of approved loans; ensures mortgages are processed according to agreement, member needs and conform to credit union lending policies; obtain sufficient information and/or documentation from members; solve problems relative to processing and servicing of loans within portfolio; approve loan disbursements in accordance with agreements.

Underwrite and approve loans submitted through Credit Union Direct Lending (CUDL) and perform all other duties that are needed to assist in the loan approval process.

Approve loan requests within authorized limits.

Recommend exception approval to Director of Lending.

Responsible for follow up system of loan documentation, obtain missing documents and information on a timely basis and take appropriate action to protect the credit union’s interest.

Ensure that lien and title information is properly recorded.

Return titles or deeds of trust to members as needed.

Assist in collection of bad checks, POS disputes and charged-off accounts.

Assist in member contacts (by phone, in person, or in writing), in collection of delinquent accounts.

Keep current and be knowledgeable of credit union collection and loan policies and procedures, and all applicable laws and regulations.

Prepare and maintain accurate records of all member contact, including loan documentation, spending and repayment plans, legal documentation, written correspondence, including the credit union’s mortgage programs.

Responsible for administration of the Collateral Protection Program.

Register with the Nationwide Mortgage Licensing System and Registry as a mortgage loan originator in accordance with the Secure and Fair Enforcement for Mortgage Licensing Act (the “SAFE Act”). Any discrepancies in the background check could include disciplinary action up to and including separation from employment.

Perform other duties as may be required or requested by the Director of Lending.

OPERATIONSOversee Credit Union support programs including, ACH, ATM, payrolls, EFT, or Visa program and/or administer share draft program.

Ensure programs are in accordance with generally accepted accounting principles (GAAP) and credit union policy.

Ensure that data processing for support programs is efficient and effective and reporting of activities is in compliance with applicable laws.

Process Automated Clearing House items as they relate to the credit union and member accounts.

Process payroll postings that are received from Duke University.

Process requests for Visa program and the related general ledger accounting for this program as it relates to the credit union. Inform staff of any changes in the program.

Process items and requests for the ATM and ARU program, issuing cards, transmitting information on accounts for deposits or withdrawals.

Process items for Share Draft program, including clearing, returning, and processing of member share drafts as well as overdraft protection.

Respond to reporting requirements of programs as prescribed by applicable laws.

Maintain and file reports of the support programs for examination of later.

Cross-trains on and performs routine duties of all other programs coordinators in the department in the absence of one of the other coordinators.

Communicates to other Program Coordinators and Supervisor all significant changes in area responsibility.

Performs all duties of the Data Processing Coordinator as assigned, or backs up the Data Processing Coordinator as assigned.

Administers member check order billing and coordinates with vendor.

Respond to routine items not requiring supervisor’s attention in accordance with specific instruments and standard procedure.

Perform daily reconciliation of Visa payments and advances to the appropriate GL account.

Process payroll deductions and make available to Duke University Payroll department in a timely manner.

Research check copy and statement requests.

Prepare Accounting department mailings, including NSF notices from ACH, ATM and drafts.

File weekly Visa and Debit card reports from Visa and Debit Card processor.

Maintain monthly ATM re-issue list and mail to ATM processor.

Retrieve folders for Debit card applications and enter debit card numbers into the system.

Provide backup of posting and balancing of daily ACH, ATM, Debit card and Share Draft files.

Process and reconcile Deposit Returns.

Enter Pay Point information of Duke Credit Union members to identify where they work at Duke.

Perform other duties as requested by Operations Supervisor.

Job Knowledge: Must have complete knowledge of credit union policies and procedures and applicable credit union law. Must be knowledgeable of credit union services, interest rates, and have the ability to counsel members on investment accounts.

Abilities and Skills: Must have the ability to communicate effectively with others by telephone or in person. Must be able to grasp the effects of member requests as they relate to individual accounts.

Essential Functions: Speech, Sight, Hearing, Dexterity, Mobility, Stooping, Bending, Sitting. Must be able to lift up to 30lbs.

Working Conditions: Must be willing to work overtime during peak periods. Limited travel.

Pay Grade: Job family 03, Job level 08, support, non-exempt

Minimum Qualifications

Education

Work requires skills and knowledge normally acquired through a high school diploma or equivalent. Completing of all STAR courses required.

Experience

Work requires two years of experience in a financial institution with one year being credit union experience. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.