Eastman Credit Union is now hiring a Payment Protection Outbound Calling Coordinator!
Our ideal candidate will conduct themselves in a way that reflects our high standards of professionalism and customer service. These standards include excellent communication skills, leadership ability, self-awareness, and flexibility. We search for candidates that reflect integrity, loyalty, and dedication in everything they do.
Eastman Credit Union offers competitive pay and benefits, promotional opportunities, and a culture that is hard to beat! We have high expectations for performance and want employees who can rise to the challenge.
Summary: Primary responsibilities are to offer TruStage products to members who booked their new or used auto/RV loans via the Indirect Lending Department. This includes, but is not limited to, completing and auditing Debt Protection (DP), Guaranteed Asset Protection (GAP), and Mechanical Repair Coverage (MRC) Agreements, updating and maintaining measures to track and maintain performance, develop process improvements that drive efficiency, staff support and continually looking for products and services that best meet our members’ financial needs. These responsibilities also include completing requests from Consumer Lending Servicing and Card Services for TruStage products. The administrator is also responsible for assisting with the implementation of all projects and/or updates related to DP Outbound Calling Program. This position is also responsible for coordinating requests for loans/applications to be reviewed by the Consumer Loan Committee (CLC), Credit Committee (CC), and CEO rate exceptions, as well as maintaining logs, measures, and procedures as needed.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Adhere to and support ECU’s Service Excellence Expectations.
- Administer TruStage products via outbound calling to members who booked an auto/RV loan through the Indirect Lending channel.
- Maintain daily activities related to the program.
- Also responsible for servicing loans (adding/removing products) upon request from other areas via the Consumer Lending MCC/LC Payment Protection/GAP/MRC Addition or Removal Request Form.
- Grow and enhance the TruStage Program to better meet members’ financial needs, increase non-interest income and mitigate risk for the member as well as the credit union.
- Administer TruStage products being added or removed from a member’s account.
- Audit all documentation related to TruStage products to ensure signatures are obtained to support any subsequent changes made to a member’s account.
- Process the monthly reports for DP Outbound Calling Program.
- Assist staff and members with questions related to TruStage products as well as steps and documentation involved with the claim filing process.
- Assist with research for branches when related to TruStage products.
- Resolve/assist with problem resolution/concerns from staff and/or members.
- Resource for credit union staff for all things related to the TruStage program such as claims, forms, products, and Protection Advisor calculator.
- Assist with implementation of regulatory/compliance changes.
- Create and update measures in order to track and maintain the performance of the DP Outbound Calling Program.
- Continually look for ways to drive efficiencies and streamline processes saving time and organizational resources which results in better service to our members and a higher level of staff support.
- Crosstrain with CL Servicing staff to assist during peak times, vacation, etc.
- Responsible for creating and maintaining back-office procedures in relation to DP Outbound Calling Program.
- Cross service products when opportunities arise while calling members.
- Complete TruStage Notification Form
- Support TruStage Program by keeping up to date product knowledge for DP/GAP/MRC products and providing Service Excellence to every member every time.
- Coordinate requests for loans/applications to be reviewed by the Consumer Loan Committee (CLC), Credit Committee (CC), and CEO rate exceptions.
- Maintain logs, measures, and procedures as needed.
- Uphold ECU’s Mission, Vison, Strategic Intent, Values, Policies, Guidelines and management decisions.
- Identify and manage risks within the department.