Customer Service & Support Jobs in Medford, OR (Now Hiring) — 318 open

Department: Business Services 

Reports To: Vice President of Business Services 

Grade: 11 Classification: Exempt

Supervises Direct: 0 Supervises Indirect: 0

WORK FROM HOME POSITION LEVEL:  Occasional - Team member may work from home occasionally, typically no more than one day a week. A dedicated workstation will be maintained in the office.

Role:

Provides primary liaison and relationship support for small business members and prospective members with Member Business Loan (MBL) credit requests less than $50,000. Includes the coordination of leads and relationships developed, originated, and referred through the branch network, Call Center and Business Services Department.

Works with Member Service Reps (MSRs) to initiate, review, analyze, and processes small business loan submissions within the LoansPQ system for approval, processing documentation, and booking. Provides relationship management and product sales and servicing support for these members. Is responsible for training the Branch Network regarding Business Services products to provide increased sales opportunities.

Essential Functions & Responsibilities:

40% Develops and manages a delivery channel to efficiently process small business loans under $50K input by a branch MSR or a Business Services Specialist. Responsible for managing, structuring and approving a wide variety of commercial credit loan requests for small to medium-size business through the LoansPQ system and small business loan write-ups. Acts as coordinator for MeridianLink loan origination system with the branch delivery team on loan applications, underwriting, processing legal docs, and booking to the core system.

30% Fosters excellent communication between Business Services, Operations, and Branch Delivery by coordinating with the various teams and the "business MSR" network in branches and the Member Contact Center to assist with account opening and deposit operations servicing issues that arise with business memberships. Interviews loan applicants via email, telephone and in person to gather appropriate underwriting data. Pre-screens requests to determine alignment with lending policy. Underwriting data may include personal and business financial statements, tax returns, equipment list, receivable and payable aging, etc.

10% Conducts portfolio and risk management for loans within the portfolio. Cross sells all Credit Union products and services. Maintains asset quality within established targets.

10% Increases knowledge of business products and processes throughout the Credit Union. Coordinates and leads regular Branch Account Business Expert team roundtable sessions on small business lending processes, business entity issues, business depository product issues/ changes needed and development. Utilizes trainers, Senior Relationship Manager and other available internal resources for this effort.

5% Makes outside calls to maintain business relationships to include loans and deposits and identifies referral opportunities.

5% Takes the lead on issues that arise related to integrating desired business processes in all regions. Proactively performs other job-related duties as needed or assigned.

Performance Measurements:

1. Supports and practices Rogue's Vision, Mission, Values and Loyalty Culture. Utilizes the Service Promises with both internal and external members. Embraces Rogue's community involvement program in a positive and proactive manner.

2. Has effectively trained branch staff to proficiently interview and process small member business loans.

3. Demonstrates good judgment in approving requests up to $50k through the LoansPQ system or loan writeups resulting in a quality credit portfolio.

4. Effectively communicates with MSRs, other staff and/or member applicants throughout the application process, responding promptly to insure excellent member service.

5. Possesses comprehensive knowledge of business loan products and depository services along with lending and deposit regulations.

6. Is an effective resource and able to field questions as well as provide resolution to problems associated with the entity identification, input and management of the credit process.

7. Has successfully identified member and/or nonmember business loan prospects. Has built a portfolio of high-quality small business loans and deposits, which could transition into member business loan candidates.

8. Utilizes opportunities to cross-sell additional Credit Union products and services.

9. Uses tact to explain why a loan does not meet policy and suggests appropriate alternatives to maintain member goodwill.

10. Makes effective use of time in planning/leading the Branch Account Business Expert team roundtable sessions and actively participates in the Rogue Valley MBL meetings.

Knowledge and Skills:

Experience: One year to three years of similar or related experience.

Education: (1) A two-year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprentice program.

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills: Strong written/verbal communication skills and tact. High productivity and organization skills including excellent follow up skills and the ability to work independently. Good eye for detail/quality. Sales and marketing skills. Ability to use Buker's Tax Analysis to spread and analyze business financial data. Excellent computer/keyboarding skills. Underwriting skills for small business loans.

Physical Requirements: Some lifting required (up to 30 pounds), continuous sitting, occasional standing and occasional walking. Finger dexterity while using computer. Occasional talking and hearing in person and on the telephone. Continuous clarity of vision at 20 inches or less and continuous clarity of vision at 20 feet or more. Must possess and maintain a valid driver’s license.

Work Environment: This job is an exempt position that requires flexibility in scheduling tasks and projects. The employee must independently monitor hours and judge the time needed to be spent on applicable duties. Employee must be capable of adjusting to unpredictable schedules proactively. As a direct representative of the Credit Union, the employee must conduct and present themselves courteously and professionally. Exposed to potentially hazardous conditions, i.e., robbery. Travel to all Credit Union regions may be required.

Disclaimer:

Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about jobs.

Note: Rogue Credit Union is a drug free workplace and requires a drug screening test within 48 hours of employment offer.

Rogue Credit Union is an Equal Opportunity Employer and makes employment decisions without regard to race, color, national origin, religion, sex, age, disability, veteran status, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method, please call (541) 622-7295 or email [email protected].

This Job Description is not a complete statement of all duties and responsibilities comprising the position.