Bilingual Financial Service Representative (Loan Officer), Bilingual English/Spanish preferred, not required

About the role

At Mountain America, we create exceptional service experiences with every member, every time. We provide life changing value by genuinely caring about each member, expertly applying our sales philosophy (AAA) and helping our members define and achieve their financial dreams. Our work results in members who champion Mountain America.

The Financial Service Representative (FSR) I assesses and meets member needs by using AAA skills to assess, advise, and assist members with their financial needs. FSRs provide value through loan servicing transactions and cross-selling products and services to help our members achieve their financial dreams.

Responsibilities

• Member Focus:
  • Provides exceptional member service by assessing needs and advising on financial solutions, including opening new accounts, servicing existing accounts, and explaining products and services.
  • Recognizes member needs, educates on financial transaction options using MACU tools, resources, and technology, and cross-sells products and services as needs arise.
  • Focuses on increasing member satisfaction, building membership, and account retention.
  • Expected to meet sales and service goals.
  • Uses lead lists to make outbound calls to existing members to provide additional consultation on MACU products and services.
  • Resolves problems by clarifying complaints, determining causes, providing solutions, expediting corrections, and following up to ensure resolution.
  • Follows up with members using thank you notes and phone calls via the MACU New Member Onboarding approach.
• Loan Servicing:
  • Originates loans by accepting, reviewing, and approving loan applications.
  • Interviews loan applicants, reviews credit reports, and cross-sells loans.
  • Prepares loan documentation, initiates credit reports, and conducts closings for home equity, personal, and auto loans.
  • Complies with all regulations as required by law, including Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, and others as applicable.
• Other Responsibilities:
  • Acts as a liaison to Business Services.
  • Reaches out to the community through outbound calls and SEG events.
  • Performs teller duties as needed.
  • Represents the credit union professionally in dress and actions.
  • Keeps work area neat and clean.
  • Responds to communications (email, voicemail, missed calls) in a timely manner.
  • Actively participates in and completes product knowledge courses.
  • Complies with all applicable regulations.
  • May require travel to other branches.
  • Performs other duties as assigned.

Requirements

• At least 1+ year of retail banking or related sales and customer service experience.
• Ability to satisfy immediate and unexpected needs by recommending credit union products and services with knowledge and confidence.
• Ability to multi-task and maintain composure while handling member activities and requests.
• Ability to prepare loan documents and cross-sell financial services.
• Ability to perform mathematical calculations.
• Ability to communicate effectively using written and verbal communication.

Education

• High school diploma or equivalent.

Licenses, Certificates, Registrations, Trainings

• Requires valid driver’s license for travel.
• Training to be completed:
  • Mountain America Accounts and Lending.
  • Required regulatory and compliance trainings.
  • Notary Public.
  • NMLS Certification.
  • Must be able to qualify annually as a Mortgage Loan Originator under S.A.F.E Act Registration.

Skills

• Basic computer operating skills.
• Beginner to intermediate skills in Microsoft Office (Outlook, Word, Excel).
• Type a minimum of 35 words per minute preferred.
• Symitar experience preferred.

Physical Abilities / Working Conditions

• Physical Demands: Ability to talk, hear, sit, use hands to handle or feel, and reach with hands and arms consistently; ability to stand, walk, kneel, and crouch occasionally.
• Vision Requirements: Close vision (20 inches or less), distance vision (20 feet or more).
• Weight Lifted or Force Exerted: Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally.
• Environmental: No unusually environmental factors.
• Noise Environment: Moderate noise (business office with computers and printers, light traffic).

Schedule

• Full Time: Monday – Friday, 8:40 AM – 6:15 PM
• Saturdays: 8:40 AM – 2:15 PM
• Day off during the week when a Saturday is worked.

Benefits

• Starting competitive pay of $19.00 per hour with potential increases based on experience, plus incentives.
• Performance reviews with opportunities to increase compensation.
• Excellent medical and dental benefits with minimal employee contribution (full-time employees).
• Paid time off, volunteer time off, and paid holidays.
• Matching 401K.
• Tuition assistance.
• Professional development.