Job Description

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Personal Banker provides every member-owner with an exceptional service experience developing a strong rapport with the member which supports the Credit Union's mission of enhancing our member-owners’ financial lives and becoming their preferred financial partner. The Personal Banker must engage in conversations with member-owners in order to identify, understand, and provide guidance to meet the member-owners financial needs and goals. The Personal Banker provides solutions including consumer and business deposit products, consumer and business lending products, and associated products and services. They refer to partners for investment solutions, insurance, and other services. The Personal Banker performs problem resolution and may also process transactions in a back-up capacity. They must have an expert knowledge of the Credit Unions deposit and loan products, policies and processes.

Essential Functions and Responsibilities

• Engages members in conversation conducting quality guidance and credit reviews to uncover their financial needs and goals.
• Identifies quality referrals to other business units such as but not limited to: Business Services, Mortgage, and Truliant Financial Advisors.
• Accurately and efficiently processes account opening and maintenance, loan applications, and transactions for members to help them manage their finances.
• Ensures consistent adherence to Credit Union member service standards throughout every member-owner interaction, including providing first contact problem resolution.
• Executes the Branch’s plan to ensure achievement of goals and objectives. Including but not limited to member service scores, loan production, deposit production, new member growth and partner lines of business referrals.
• Educates members on the various products and services available to meet their financial goals and offer to assist them with establishing those identified products and services.
• Proactively assists members by finding ways to make financial services more convenient for them. This includes educating members on the various technological tools available to them to improve their banking experience.
• Makes outbound sales and service calls to member-owners.
• Utilizes member relationship tools to record and enhance interactions.
• Manages loan and deposit pipeline to ensure timely follow-up and cultivates leads into successes.
• Provides information and processes loan requests on all loan products to member-owners, including mortgages, business service loans, service agreements and insurance while reviewing credit needs for further loan opportunities to benefit the member.
• Understands IRA process and products offered. Opens and provides maintenance for all IRA accounts.
• Adheres to Truliant’s policies and supports company decisions and goals in a positive, professional, manner. Follows all security and fraud prevention requirements in order to protect the Credit Union and members.
• Adapts, as needed, to meet the ever-changing needs of our members and the communities we serve.
• Maintains integrity and confidentiality when handling member’s accounts.
• Represents Truliant with a high level of integrity and professionalism. Exhibits a professional, business-like appearance, and demeanor.
• Researches and resolves account issues, escalating for resolution assistance as necessary.

Other Duties and Responsibilities

• Provides assistance with member service when needed on the Teller line.
• Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

• Must have National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008
• Must have sound understanding of standard concepts, practices, procedures, regulations and compliance within the financial services environment
• Must have excellent communication skills in English, both verbal and written
• Must have good arithmetic skills
• Must have basic personal computer skills
• Must have knowledge of advanced products and services
• Must be proficient in-service recovery concepts as a vehicle to enhance member satisfaction
• Must understand basic concepts and principles of credit underwriting
• Must have Notary appointment within 3-month period
• Must attend Branch Lending Training within 3-month period
• Must be detail oriented and well organized
• Must be flexible and able to shift resources and priorities as required
• Must be able to complete all assignments with minimal supervision

Physical Requirements

• Occasional standing, walking, and bending required
• Must be able to sit at a desk for moderate periods of time and use a computer
• Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

Education and Experience

• College degree or equivalent experience required
• A minimum of 3 years related experience in the retail industry or financial services preferred
• Previous sales and lending experience preferred
• Previous lending experience preferred

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account

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