Prospera Credit Union

Administration

• Process all retail lending requests in accordance with Credit Union policies, guidelines and established SLAs.
• Ensure security registration is completed in accordance with Credit Union policies and procedures and escalates exceptions to the Assistant Manager, Lending Services in a timely manner.
• Identify routine issues and resolves in a timely manner within own level of expertise.
• Escalate more complex issues to Assistant Manager, Lending Services for resolution.
• Identify and escalates areas of opportunity for process improvement or possible removal of redundant tasks to Assistant Manager, Lending Services.
• Supporting Centralized Transformation in learning, understanding, and performing reviews relating to lending

Lending Services Administrator – 12 Month Term

Account Manager

• Provide comprehensive financial guidance to members, encompassing lending options, investment opportunities and personalized financial health checks.
• Facilitate virtual appointments to offer convenience and accessibility, ensuring members receive expert advice without the need for in person visits.
• Manage both inbound and outbound calls effectively, addressing member inquiries promptly and escalating complex issues outside of their scope to the appropriate channels.
• Acts as a role model and leader in the best practices of outbound calling, utilizing outbound calling techniques to ensure efficient and effective member outreach.
• As part of the lending application process, engages members in insurance coverage and provides options through CUMIS to meet member needs while also leveraging referrals to the insurance specialist.
• Execute holistic advice based financial strategies by fulfilling members complex lending, investment, protection and day to day banking needs.
• Holds a mutual fund license and onboards new wealth members, provides advice regarding suitability of various investments, process trades, and conduct KYCs.
• Referring to guided portfolios and wealth partners as appropriate.
• Prepare loan documents and approves loan within designated lending authority, referring larger loans and exceptions to management or corporate approvals with sound rationale as to why the loan should be approved.
• Support members by answering questions related to member’s personal borrowing needs such as product details, payment inquiries and changes such as payment alterations, loan and mortgage payment skips, and loan and mortgage pay outs.
• Provide back up support for day-to-day banking inquiries from members, answering questions about their transaction history, account packages or service charge inquiries and posts noncash transactions.
• Provide online and mobile banking support to members including providing virtual walk throughs, educating on self-serve options, and providing basic technical support.

Virtual Relationship Manager

General

• Greet customers and assist customers over the phone, email and chat.
• Establish rapport, address service inquiries and customer concerns.
• Seek opportunities to deepen customer relationships.
• Proactively seek occasions to demonstrate our value proposition.
• Uncover needs and recommend appropriate services and solutions.
• Act as the ambassador for digital and self-service channels.
• Educate customers on the ease and convenience of digital and self-serve channels.
• Refer customers to account managers and external business partners as needed.
• Handle transactions, open personal and business profiles, demand accounts, term deposits, ATM cards, and other banking products and services.
• Participate in sales meetings and maintain an accurate history of sales and service activity.
• Support and participate in community initiatives.

Member Experience Specialist, Member Service Centre

• Maintain a network of key contacts, enhance the credit union's image and reputation through networking and public relations.
• Review assigned portfolio and ensure that our customers have appropriate lending and other products;
• Leverage the expertise of specialists to fulfill customer’s business and personal needs through referral to appropriate Prospera Lines of Business.
• Negotiate and implement revised or new banking arrangements for customers and/or prospects.
• Complete due diligence and investigation; analyze and interpret financial and other information; assess the value of security; make recommendations for new loans, loan renewals, and amendments within the guidelines of PCU lending policy and procedures.
• Review reports for assigned portfolio to identify potential problems and contact customers to resolve issues; develop action plans to ensure risk is minimized.
• Determine and recommend whether to retain, expand or de-market existing relationships based on analysis of credit risk, profit contribution and other considerations and submit recommendations to the appropriate level of authority.
• Coach and educate business customers to ensure financial records are up to date and provide advice to assist with the success of the enterprise.
• Visit current and potential customers to observe business operations, develop additional business opportunities and ensure loan security is protected.

Local Business Relationship Manager

• Greet customers and assist customers over the phone, email and chat, establish rapport, address service inquiries and customer concerns.
• Proactively seek occasions to demonstrate our value proposition, uncover needs, and recommend appropriate services and solutions.
• Act as the ambassador for digital and self-service channels.
• Educate customers on the ease and convenience of digital and self-serve channels for daily banking transactions.
• Handle transactions, open personal and business profiles, and other banking products and services.