University of Iowa Community Credit Union

  • Member Assistance Center Specialist

    Employment Classification
    Regular Full-Time
  • Position Summary

    The University of Iowa Community Credit Union, a stable company that values high standards and rewards loyalty and excellent work, is looking for a conscientious, detail oriented person to be our Member Assistance Center Specialist. This position is responsible for acquiring, expanding, and enriching member relationships, while providing service in an exceptional manner by telephone or telecommunications.  Via telephone and telecommunication systems;

    • Acts as credit union’s primary representative to the members and general public.
    • Provides account service to members and assists credit union staff in daily transactions and inquiries of all types on share and consumer credit union products and services.
    • Promotes and provides credit union products and services to new and existing members with referrals to appropriate departments when necessary.
    • Responsible for opening and closing all types of share accounts and consumer loans, as well as for the necessary collection of overdrawn accounts and delinquent loans.
    • Responsible for interviewing and counseling applicants for consumer loans in accordance with established lending guidelines and practices and within individual approval authority.

    Pay Range: $17.57-$26.35


    Excellent benefits, and a great opportunity to be part of a highly reputable and stable company.

    Essential Duties and Responsibilities

    Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed and are subject to change:


    1. Adheres to the Credit Union's core values in serving with truth, trust, mentoring, openness, risk-taking, communication, giving credit, integrity, caring and respect in carrying out the UICCU's mission and vision.
    2. Answers incoming telephone calls and assists members with their needs.
    3. Demonstrates a positive member service (internal and external) focus at all times, using their name, and thanking them for their business.  Consistently demonstrates appropriate phone etiquette at all times.
    4. Ensures confidentiality of member information.
    5. Provides personalized, professional service to all members in an exceptional manner, seeking out opportunities to exceed member expectations.
    6. Consistently educates members about their financial choices, by asking about and understanding their needs, and responding by recommending appropriate financial products and services.  Provides consistent follow through.
    7. Services and promotes all credit union products and services.
    8. Keeps abreast of all Credit Union product and procedure changes.
    9. Provides deposit and loan account services to members.
    10. Consistently acts as part of a cohesive team, demonstrating excellent interpersonal skills and the ability to interact positively with other employees.
    11. Approves or denies credit applications within the scope of Credit Union lending guidelines and policies, and individual approval authority.  Level of individual loan authority is dependent upon the experience and demonstrated ability of the individual.
    12. Has a thorough knowledge of all federal regulations and procedures concerning deposit and loan regulations.
    13. Educates members about self-service options.
    14. Meets expected service levels for member wait time and accuracy. Consistently demonstrates all expected service and sales behaviors.
    15. Will be responsible for successful outbound sales calling to existing and potential members.
    16. Performs any other duties as may be required to meet credit union objectives.
    17. Supports and participates in the process of monitoring and recording of telephone conversations, as indicated in the Telephone Monitoring Acknowledgement document for the purposes of training, coaching, feedback, and quality assurance within the Member Assistance Center, as needed.
    18. Plays a vital role in enriching the community by participating in community service organizations and/or credit union sponsored events on an annual basis.

    Job Requirements/Expectations

    1. Sales ability and interpersonal skills to represent the Credit Union in a positive way during member contact.
    2. Accuracy in handling member transactions and inquiries.
    3. Exceptional member service skills including above average listening and verbal communication skills.
    4. At least one year of financial experience with knowledge of all UICCU accounts and products, or other related Communication center and/or financial institution background.
    5. Consumer loan approval experience required.
    6. Ability to prioritize and work efficiently in a fast pace environment.
    7. Ability to operate related telephone and computer system, typewriter and calculator.
    8. Must have excellent phone communication skills and demonstrated history of appropriate etiquette.
    9. Must be bondable.
    10. Knowledge of consumer loan policies, credit granting criteria, interest rates and how they are computed, and required documentation for each type of loan and savings product.
    11. Accuracy and attention to detail.
    12. Thorough knowledge of deposit, consumer credit and bankruptcy laws.
    13. Ability to perform basic math calculations.
    14. Member account problem-solving skills.
    15. Ability to develop and maintain effective working relationships with co-workers.
    16. High school diploma or the equivalent (i.e. GED)
    17. Must be registered pursuant to requirements of the S.A.F.E. Act.
    18. Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand.

    Reporting Relationship

    Reports to MAC Lending Manager.

    Supervisory Responsibilities

    This position is not responsible for the supervision of other employees.

    Equal Opportunity Employment Statement

    The UICCU is an EEO/AA Employer. M/F/Veteran/Disability. We strongly encourage minorities, veterans, and individuals with disabilities to apply for openings with the credit union.


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