Member Service Representative

Summary

PRIMARY OBJECTIVE OF POSITION

Make consumer loans, following current policies concerning loans as set by the Board of Directors, and meet performance targets for loan production and cross-sales of products. Determine the member's needs, tailoring credit products to meet their unique financial needs and goals. Cross sell all products and services while adhering to credit union policy and procedures.

Essential Job Functions:

SALES

• Providing a consultative sales approach to meet our member's financial needs by proactively identifying opportunities to cross-sell and up-sell beneficial products and services.
• Fostering a teamwork attitude to ensure all credit union goals and objectives are achieved.
• Consistently meet or exceed sales goals as set by management by effectively and efficiently cross-selling credit union products and services to both current and potential members.
• Responsible for referring sales opportunities to other lines of business.
• Complete loan review to include recommendation of decision and forward to underwriters for decision. 
• Communicate loan decisions with members.

SERVICE

• Maintains excellence in delivering member service and exceeding the credit union and department service standards.
• Perform daily responsibilities along with knowledge of opening and closing accounts, debit cards, servicing members, processing loans, processing stop payments, wire transfers, placing check orders, processing special instructions on accounts, and performing general file maintenance.
• If applicable, provide access and servicing to safe deposit box for members. (Spohn location only).

COMPLIANCE & REGULATIONS

• Maintain accurate data entry in regard to member records, maintenance, and transactions; have the ability to find and correct errors.
• Ensure the protection of the credit union’s interest in matters of adequate documentation; includes but limited to loan, title work, and account packets.
• Adherence to security, internal control procedures, policies and applicable laws and regulations.
• Adhere to mandatory compliance, product, and credit union training.
• Demonstrates an understanding of and follow the requirements of all regulation compliance including but not limited to those Bank Secrecy Act (BSA), AntiMoney Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions.
• Responsible for completing BSA/AML compliance training annually.
• All other duties as assigned.

RELATIONSHIPS AND CONTACTS

Supervise Approximately: NA

Reports To: Branch Manager

Contacts: Frequent contact with members and other departments face to face, by phone and via electronic communication.

Qualifications

EDUCATION

• High School Diploma or GED Required

EXPERIENCE

• 2 years assessing and meeting customers/members needs through offering products and services.
• 1 year banking or credit union experience preferred.

PHYSICAL

• Position involves wrist/hand manipulation, restriction to workstation for extended periods of time.  May be required to stand for extended periods of time.
• Vision abilities required by this job include close vision for frequent viewing of computer monitor and review of documents.
• Communication abilities required by this job incudes clarity in speech and hearing for effective staff/member interaction.

MENTAL

• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must have a strong ability to read and carry out various written instructions and follow oral instructions.
• Must have strong organizational and time management skills.
• Must have a strong ability to speak clearly and deliver information in a logical and understandable sequence.
• The ability to anticipate member needs, initiate assistance, make recommendations of appropriate products/services.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

EQUIPMENT SKILLS

• Personal computer with windows environment, scanner, cash advance machine, calculator, copy machine, Debit card imprinter, ATM/ITM.

I acknowledge that I have received, read, and understand this Job Description.  I agree to perform to the best of my abilities the functions and duties described herein, with or without reasonable accommodation.  I understand that this Job Description does not constitute an employment contract or alter my "at-will" employment status.  I further understand that the duties and responsibilities described in this Job Description are subject to change or modification, as determined by management, and that I am responsible for performing any job duties, or other tasks, and responsibilities that may be assigned, and/or directed by management.