Member Experience Specialist (MSR/Lender)

Job Description

Job Description

PURPOSE

Responsible for providing information on 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 information necessary to present to decision maker.

DUTIES AND RESPONSIBILITIES

• Greet and welcome members and visitors to the credit union in a professional manner. Provide prompt, efficient, and accurate service.
• Provide general and specific service-related information concerning credit union services and policies.
• Respond to members’ requests, problems, and complaints and / or direct them to the appropriate person for specific information and assistance.
• Open new accounts and service existing accounts. Provide members with all necessary information for membership.
• 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 with payroll deduction and distribution issues.
• Process loan applications including completion of 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 different than requested if necessary.
• Pull credit reports for all accounts, verify debts 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 having all information documented. Be prepared to answer any questions.
• Approve or deny loan applications according to credit union guidelines. When denying a loan, explain reasons for denial in a professional, courteous manner. Work with applicant 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-maker 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 loan documents in a specific order and present loan packet to Loan Processor for audit. If exceptions are detected, secure any missing items or correct any errors / omissions / etc. immediately.
• Ensure that all documentation has been properly scanned.
• 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 and phone call questions regarding loans as well as other credit union products.
• Manage loan portfolio including collecting on past due loans
• Ensure that NMLS number is in good standing at all times.

SKILLS, KNOWLEDGE, EXPERIENCE

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.