Bilingual Required - Financial Service Representative (Loan Officer)

About the role

The Financial Service Representative (FSR) I at Mountain America provides exceptional member service, assesses and meets member needs, and cross-sells products and services to help members achieve their financial dreams.

Responsibilities

• Provides exceptional member service by assessing member needs and advising them to improve their financial situation.
• Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, technology, and cross-sells products and services as needs arise through a consultation approach.
• Consistently focuses on increasing member satisfaction, building the membership base, and account retention.
• Uses lead lists to make outbound efforts to call existing membership to provide additional consultation on MACU products and services.
• Solves problems by clarifying member complaints, determining the cause of the problem, providing the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Follows up with member interactions with thank you notes and phone calls using the MACU New Member Onboarding approach.
• Origins loans by accepting, reviewing, and approving loan applications.
• Interviews loan applicants, reviewing credit report 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 but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS) and other regulations as required by law as it relates to his/her position.
• Acts as a liaison to Business Services.
• Reaches out to the community through outbound phone calls and by attending SEG events.
• Performs Teller duties as needed.
• Represents the credit union in a professional manner, both in dress and in actions.
• Keeps work area neat and clean.
• Responds to email/voicemail/missed calls/other communication in a timely manner.
• Actively participates and completes product knowledge courses.
• Complies with all regulations as required by law.
• 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 all member activities and requests.
• Ability to prepare loan documents and cross-sell financial services of the credit union to ensure quality service.
• Ability to perform mathematical calculations.
• Ability to communicate effectively in English & Spanish using written and verbal communication.

Qualifications

• High school diploma or equivalent.
• Valid driver’s license for travel.
• Training: 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, Symitar experience preferred.

Skills

• Thorough knowledge of credit union policies, procedures and regulations.
• Basic computer operating skills.
• Begineer to intermediate skills in Microsoft Office (Outlook, Word, Excel).
• Type a minimum of 35 words per minute preferred.
• Symitar experience preferred.

Abilities and Behaviors

• 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, Weight lifted or force exerted ability to lift up to 10 pounds consistently and up to 50 pounds occasionally.
• Environmental: Noise environment moderate noise (business office with computers and printers, light traffic).