Member Relationship Specialist

Posted date: July 8, 2022
Location: Kaloko Branch
Reports to: Branch Manager

Primary Functions:

Serves as a liaison between members and the Credit Union. Provides account information by phone or in person, as well as information on the full range of Credit Union products and services. Opens accounts for members, researches and resolves issues, and professionally handle members’ needs. Assists in all lending activities related to the origination, underwriting, documentation, closing, and servicing of loans. Gathers and presents accurate and thorough information necessary for proper loan underwriting. Provides a variety of transactional services to members and cross sells the products, services and programs of the Credit Union.


Member Service Functions:

  • Provides basic Credit Union information, including, but not limited to: what a credit union is, eligibility for membership, how to apply for membership, information on our products and services, how dividends on shares are computed, the location of the Credit Union offices, and office hours.
  • Performs all functions necessary to properly open and service member’s accounts; refers members to appropriate department or personnel when necessary.
  • Performs all functions necessary to maintain proper operation of Automated Teller Machines (ATMs)
  • Operates all applicable systems related to new account opening, account maintenance, transaction processing, and plastic card issuance.
  • Performs all functions related to the Credit Union’s Safe Deposit Box service.
  • Ensures proper processing of IRA transactions, including the posting of IRA certificate withdrawals, mailing of all documents necessary to effect Required Minimum Distributions (RMDs), and performing required corrections necessary for the member’s intended tax treatment.
  • Handles all documents necessary to properly process electronic disputes and forgery claims for checking and VISA credit cards; forwarding to the departments or personnel for processing.
  • Completes the required Bank Secrecy Act (BSA) training and implements and complies with the BSA policy and procedures.
  • Processes Small Business, Nonprofit and Merchant accounts.

Loan Processing Functions:

  • Receives loan applications through various channels, including face-to-face, telephone, and various electronic channels.
  • Operates all applicable systems related to loan processing.
  • Responds to all loan inquiries regarding rates, terms, requirements, and other features of all loan products.
  • Verifies all pertinent information contained on loan applications.
  • Completes all documentation necessary for the perfection of liens on secured loans; maintains a system of follow up for third-party documents evidencing lien perfection.
  • Works closely with loan officers for timely loan decisioning and communication to applicants.
  • Under supervision of Branch Manager or Loan officer, compiles thorough mortgage loan files for underwriting and decisioning by the appropriate authority in compliance with internal policies, federal and state regulations and FNMA/FHLMC underwriting guidelines.
  • Disburses funds on approved loan applications; clears all pre-funding conditions as directed by loan officer or proper lending authority.
  • Analyzes credit report and application data; makes informed cross sales of additional loan products.
  • Effects the proper placement and operation of Credit Disability Insurance (CDI), Credit Life Insurance (CLI), and other insurances incidental to loan products.
  • Verifies collateral is properly insured.
  • Effects the proper placement and operation of Collateral Protection Insurance (CPI).
  • Prepares adverse action forms.
  • Conducts loan interviews when necessary.

Loan Servicing Functions:

  • Receives requests for release of collateral; completes necessary research; secures necessary signatures and approvals for appropriate action.
  • Takes requests for Extension Agreements, which includes: completing the required forms in order to secure the necessary signatures and approvals for appropriate action.
  • Completes all post-closing forms, and takes all necessary action on member requests that arise in the course of servicing the member’s loan.
  • Types or prepares discharge of liens, on fully paid loans or collateral, approved for release.
  • Assists collection department with delinquent account maintenance.
  • Handles account maintenance, new accounts, transferring account balances, walk-through, account inquiries, and other related activities.
  • Maintains records of denied loan requests.Works with CPI vendor to ensure proper placement and/or cancellation of collateral insurance.

Miscellaneous Functions:

  • May perform in-branch back-office duties in support of branch personnel; may serve as the branch liaison to various administrative departments including Support Services, Accounting, ACH/EFT, Share Draft, Compliance, VISA and others.
  • Ensures safeguarding of member information.
  • Maintains documents necessary to support the opening of special accounts, such as Power of Attorney documents, trust documents, various small business documents and any other entity documents.
  • Performs notary public duties as assigned by supervisor.
  • Provides members with financial counseling.
  • Assists with on-site assignment for auto dealer / credit union car sales.As a member of the staff, answers incoming phone calls, assists members as the need arises, and performs work on projects as needed.
  • May be called upon to train employees in area of expertise.
  • Assists other co-workers when needed.
  • Other duties may be assigned


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the mental, physical, knowledge, education and/or experience required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.



  • Requires attention to details, concentration, logical thinking, good judgment and responsiveness in a timely manner.
  • Is able to understand rules, policies and regulations.
  • Is able to handle projects by prioritizing tasks in order to meet deadlines.Is able to work well with people.
  • Is able to work under stressful and pressure filled situations.
  • Is able to apply basic mathematical skills.
  • Is able to keep abreast of all regulatory and operational matters which affect the Credit Union operations.
  • Is able to keep abreast of Federal and State laws and regulations which affect the lending program of the credit union.


  • Is able to show up to work as scheduled.
  • Is able to occasionally lift, carry, push, and pull items weighing up to 20 pounds.
  • Is able to operate 10 key by touch and type 30-40 wpm accurately.
  • Is able to occasionally reach, or climb a ladder to reach upper shelving.
  • Is able to sit for extended periods of time.
  • Is able to communicate clearly in person or over the phone and/or in writing.
  • Is able to move around the office on surfaces primarily of carpet.
  • Is available for occasional business travel, including land and air travel.
  • Is able to establish effective working relationships with management, staff and other organizations.


  • May be required to obtain notary public certification by attending notary public classes.
  • May be required to use his/her personal car to perform Credit Union business.
  • May be required to work at different branch.
  • May be required to accompany Marketing Department for on-site visit with small employee groups or participate with Marketing Department activities outside the branch.
  • May be required to work beyond the normal business hours, including weekends.
  • May be required to attend seminars or classes to increase job skills.Must be bondable and have a clear credit rating.


  • High school graduate / GED equivalent with two (2) years of lending experience in a financial institution preferred or related work experience; or
  • Business school graduate with one (1) year experience in a financial institution or related work experience.
  • Knowledge of computer system (IBM or IBM compatible), word processing and spreadsheet preferred.


  • Work is primarily inside an air-conditioned, well-lighted office setting, and high humidity.
  • Must be able to work alone and with others.
  • Moderate noise level.
  • Frequent public contact.
  • Potential exposure to the threat of violence at any time.


Apply Online

This description of duties and qualifications should not be construed to imply that these requirements are the exclusive duties of the position. Incumbent will follow any other job related instructions and perform any other related duties as may be required by the supervisor.
Frequently Asked Questions

Phone Numbers

Lost/Stolen VISA®

Mailing Address:

73-5611 Olowalu Street, Kailua-Kona, HI 96740

Hawaii Community Federal Credit Union's routing number is 321379818.

We offer notary serives at all our branches. We recommend you call ahead to schedule an appointment at 808-930-7700.


We all want peace of mind when it comes to keeping our hard-earned money in savings accounts. Your Hawaii Community Federal Credit Union accounts are safe with us and insured by the NCUSIF for up to $250,000. If you need insurance beyond that amount, we'll help you structure your account so you can get additional coverage. Keep in mind our IRA accounts are insured separately up to $250,000, too.


Yes, Hawaii Community Federal Credit Union participates in shared branching. Whenever you're traveling on the mainland, you can still get easy access to your Hawaii Community Federal Credit Union account through our partnership with the CO-OP Network.
Locate a shared branch online or by calling 888-748-3266.

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