Member Experience Manager

PURPOSE

Responsible for overall operations of the branch including supervision of branch personnel, processing loans from start to finish. Responsible for business development and sales of all credit union products and services. Perform a broad variety of member service functions such as opening and closing accounts, renewing certificates, IRA’s etc. Interview loan applicants gather all the information necessary to present to the underwriter.

DUTIES AND RESPONSIBILITIES

• Handle business development for the branch. Be visible in the community and civic organizations.
• Serve as back up to BSA Officer
• Greeting and welcoming members and visitors to the credit union in a professional manner. Ensure that staff provide prompt, efficient and accurate
• Communicate credit union goals and direction with department personnel to ensure a clear understanding of rules, regulations, requirements, and expectations. Lead regularly scheduled department meetings.
• Oversee the development and monitoring of performance standards. Provide mentoring, coaching, or training to support and develop staff members, always striving to maintain a strong team.
• Delegate managerial duties as necessary
• Provide general and specific service-related information concerning credit union services and products.
• Responsible for branch security and maintaining a safe working environment for staff.
• Responsible for the maintenance/repairs/upkeep of the branch facility and grounds.
• Responsible for any IT issues by contacting the appropriate vendor/staff to help resolve problems.
• Oversee and/or open new accounts and service existing accounts. This includes all deposit accounts (including IRAs) as well as loans. Provide members with all necessary information for membership.
• Oversee and/or handle requests from members for transfers of shares to loan payments, share withdrawals, check requests, CD transactions, line of credit advances and any other requests received from members.
• Assist members with payroll deduction and distribution issues, stop payments and any other requests.
• Administer performance evaluations. Make recommendations for salary increases.
• Handle all disciplinary actions and present to HR for review before meeting with employees.
• Oversee and/or handle entire process for loans including loan applications, interviews, evaluations, analysis on debt to income and unsecured debt ratios to include real estate mortgage loans in Point. Take applications over the phone and/or electronically as well as in house (walk ins). During interview listen for possibilities for cross-selling other products or possibly structuring the loan differently than requested if necessary. Pull credit reports for all accounts, verify debt and income and estimate monthly payments for any outstanding debt not listed and add them to debts on application.
• Prepare and present loan proposal to Underwriter (President/CEO, Loan Operations Manager, or Member Experience Officer all information documented. Be prepared to answer any questions.
• Oversee and/or approve or deny loan applications according to credit union underwriting, explain reasons for denial in a professional, courteous manner. Work with applicants to provide recommendations or alternative options for other possible ways to secure a loan in the future. Prepare and mail any letters of denial.
• Determine eligibility of loan co-makers from co-maker’s statement and credit rating. Determine collateral needs and payment plans for loan applicants.
• Verify the accuracy of loan amounts and repayment terms on approved loan applications.
• Complete loan documents, securing all signatures required and disburse loans as approved.
• Present all new account and loan documents in a specific order and present packets to Loan Processor for audit and New Account Auditor. If exceptions are detected, secure any missing item or correct any errors/omissions/etc. immediately.
• Implement new loan products and services in accordance with management direction.
• Cross-sell all credit union products and services and always look for sales opportunities
• Answer in-house questions regarding loans as well as other credit union products.
• Manage loan portfolio including collecting past due loans and negative share accounts.
• Ensure that NMLS numbers for lending staff are in good standing at all times.

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SKILLS, KNOWLEDGE, EXPERIENCE

• High school graduate or equivalent. Additional related training is preferred.
• Financial institution lending experience
• Knowledge of computers and general office equipment
• Knowledge of software/programs used in this position
• Knowledge of credit union products and services
• Must be able to work in a sales-oriented environment
• Able to understand and follow verbal and written instructions
• Excellent verbal and written skills
• Maintain professional appearance
• Able to work well with team members and credit union staff
Must have/maintain a NMLS designation

This position description is not a complete statement of all duties and responsibilities for this position. It contains only the facts necessary to evaluate your position on a fair basis.