Financial Service Representative (Loan Officer)

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.

About the role

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

• Provides exceptional member service to credit union membership by assessing member needs and advising them to improve their financial situation, including opening new accounts, servicing existing accounts, and explaining products and services that best suit members’ needs.
• Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, and technology, and cross-sells products and services as needs arise through a consultation approach.
• Consistent focus on increasing member satisfaction, building the membership base, and account retention.
• Expected to meet sales and service goals.
• Uses lead lists to make outbound efforts to call existing membership to provide additional consultation on MACU products and services.
• Resolves problems by clarifying member complaints, determining the cause, providing the best solution, 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.
• 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 (funds availability), Regulation DD (TIS), and other applicable regulations.
• 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, and other communication in a timely manner.
• Actively participates and completes product knowledge courses.
• 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 using written and verbal communication.
• High school diploma or equivalent.
• Requires valid driver’s license for travel.

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.
• Thorough knowledge of credit union policies, procedures, and regulations.

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.

Physical abilities / working conditions

• 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.
• Close vision (clear vision at 20 inches or less) and distance vision (clear vision at 20 feet or more).
• Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally.
• Moderate noise environment (business office with computers and printers, light traffic).

Schedule

Full Time; Monday – Friday 8:40am – 6:15pm (Weekends Off)

Pay

Starting competitive pay of $21.00 or more per hour, plus incentives. Pay can increase depending on experience.

Benefits

• 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.