Summary

The Member Service Specialist’s role is to provide a single source of excellent service by assisting our members with their financial needs. An MSS's responsibilities include teller functions, recommending appropriate credit union products and services, assisting with opening accounts, and effectively assisting with other member transactions. The heart of the Member Service Specialist’s role is to encourage our members to learn more and live more.

Essential Duties and Responsibilities

Essential duties and responsibilities include but are not limited to the following:

• Interviews members to obtain information and explain available ECU financial services to meet the member’s needs
• Gathering member information needed to complete loan requests or extensions, providing members with terms and conditions according to ECU loan policy
• Assists members with opening or closing Credit Union accounts, products, or services
• Provides members with account status, including current balances and loan payoffs
• Analyze, research, and resolve problems and discrepancies related to member accounts and/or member inquiries
• Accepts deposits, withdrawals, transfers, CD transactions, and loan payments
• Assists members with completing loan or other financial service applications
• Process various monetary transactions and maintain account information
• Identify opportunities to promote Credit Union products and services based on the member's needs.
• Obtains credit records from credit reporting agencies.
• Resolves uncertainties relating to a member’s application information through inquiries with applicants or creditors.
• Comply with regulations relating to financial products and services
• Processes member's applications for credit, reviews credit reports, reference checks, and other information pertinent to loan applicant's credit evaluation, verifies employment, and analyzes applicant financial status, credit, and asset evaluation to determine the feasibility of granting loan request.
• Presents loan requests to underwriting for approval and completes any corrections disclosed by underwriting when necessary
• Communicates loan approval or denial of members' requests for loans and extensions. Counsels members on denials explaining why and under what terms and conditions a future loan request would be approved.
• Compiles loan packages and facilitates the negotiation of loan structures with applicants, including fees, loan repayment options, and other credit terms.
• Resolves member complaints involving loan decisions or errors on their accounts.
• Quotes payoffs and takes drafting instructions from dealerships and other financial institutions.
• Provides loan data to support marketing and sales promotion programs.
• Follow up with members on the closed loan report to regain business.
• Return all member phone calls/voice mails by the end of the work day.

Supervisory Responsibilities 

There are no supervisory responsibilities required for this job.

General Duties and Responsibilities 

General duties and responsibilities include but are not limited to:

• Maintains ongoing communications with Management, informing them of all pertinent problems, irregularities, new developments, changes, and other important information within area of responsibility.
• Cooperates with other department personnel to ensure a "team effort" and prompt member service.
• Promotes and maintains a positive image of the credit union to assigned personnel, members, and the community.
• Follows safety and security rules and regulations.
• Ensures that all information and transactions regarding credit union operations and members are kept confidential.
• Maintains the security of the work area and keeps it organized and neat in appearance.
• Maintains current knowledge of credit union philosophy, plus all credit union services and policies.
• Cross-sells credit union products and services.
• Participates in continuing education as approved by Senior Management.
• Maintains a professional and courteous attitude with all people, including fellow employees, members, management staff, board members, and outside vendors.
• Protects and respects credit union equipment and supplies.
• Attends meetings as required.
• Adheres to ECU Employee Personnel Policy and Guidelines Handbook.
• Promotes and maintains a positive image of ECU to members and the community.
• Performs other duties as assigned by Senior Management.