Financial Service Representative (Loan Officer)

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.

Schedule

Full Time; Monday – Friday 8:40am – 6:15pm, Saturdays 8:40am – 2:15pm (day off during the week when a Saturday is worked). Location: 893 W State Road, American Fork, UT 84003.

Pay & Benefits

• Starting competitive pay of $19.00 per hour, increasing with 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

Responsibilities

• Provide exceptional member service by assessing needs and advising members to improve their financial situation, including opening new accounts, servicing existing accounts, and explaining products and services
• Recognize member needs, educate on MACU tools and resources, and cross-sell products and services through a consultation approach
• Maintain consistent focus on increasing member satisfaction, building the membership base, and account retention
• Meet sales and service goals
• Use lead lists to make outbound calls to existing members for additional consultation on MACU products and services
• Resolve member complaints by clarifying issues, determining causes, providing solutions, expediting corrections, and following up to ensure resolution
• Follow up on member interactions with thank-you notes and phone calls using the MACU New Member Onboarding approach
• Originate loans by accepting, reviewing, and approving loan applications; interview applicants, review credit reports, and cross-sell loans
• Prepare loan documentation, initiate credit reports, and conduct closings for home equity, personal, and auto loans
• Comply with all regulations including Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS), and other applicable laws
• Act as a liaison to Business Services
• Reach out to the community through outbound phone calls and by attending SEG events
• Perform teller duties as needed
• Represent the credit union professionally in dress and actions
• Keep work area neat and clean
• Respond to email, voicemail, missed calls, and other communications in a timely manner
• Actively participate in and complete product knowledge courses
• Travel to other branches as required
• Perform other duties as assigned

Requirements

Experience

• 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 to ensure quality service
• Ability to perform mathematical calculations
• Ability to communicate effectively using written and verbal communication

Education

• High school diploma or equivalent

Licenses, Certificates & Registrations

• Valid driver’s license for travel

Required Training (to be completed)

• Mountain America Accounts and Lending
• Required regulatory and compliance trainings
• Notary Public
• NMLS Certification
• Must qualify annually as a Mortgage Loan Originator under S.A.F.E. Act Registration

Computer & Office Equipment 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)

Other Skills & Abilities

• Thorough knowledge of credit union policies, procedures, and regulations
• Ability to prepare loan documents and cross-sell financial services to ensure quality service
• Ability to perform mathematical calculations
• Ability to communicate effectively using written and verbal communication

Physical Requirements & 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 (clear vision at 20 inches or less)
• Distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

• Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally

Environmental Conditions

• No unusually environmental factors
• Moderate noise (business office with computers and printers, light traffic)