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.

Location

Combs Road Branch
150 West Combs Road
Queen Creek, AZ 85140

Responsibilities

• Provides exceptional member service by assessing member needs and advising them to improve their financial situation, including opening new accounts, servicing existing accounts, and explaining products and services.
• Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, and technology, and cross-sells products and services through a consultation approach.
• Focuses on increasing member satisfaction, building the membership base, and account retention while meeting 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 member complaints, determining the cause, providing solutions, expediting corrections, and following up to ensure resolution.
• Follows up with member interactions using thank-you notes and phone calls via the MACU New Member Onboarding approach.
• Originates loans by accepting, reviewing, and approving loan applications, interviewing applicants, reviewing credit reports, and cross-selling loans.
• Prepares loan documentation, initiates credit reports, and conducts closings for home equity, personal, and auto loans.
• Complies with all regulations, including Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, and others as required.
• Acts as a liaison to Business Services and reaches out to the community through outbound calls and SEG events.
• Performs teller duties as needed and represents the credit union professionally in dress and actions.
• Keeps work area neat, responds to communications in a timely manner, and completes product knowledge courses.
• May require travel to other branches and 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 and communicate effectively using written and verbal communication.
• High school diploma or equivalent.
• Valid driver’s license for travel.

Skills

• Thorough knowledge of credit union policies, procedures, and regulations.
• Basic computer operating skills and beginner to intermediate skills in Microsoft Office (Outlook, Word, Excel).
• Typing speed of at least 35 words per minute preferred.
• Symitar experience preferred.

Training to be completed

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

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

Pay

Starting competitive pay of $19.00 per hour, with increases based on experience, plus incentives. Arizona branches receive an additional $2.00 per hour location allowance. Performance reviews offer opportunities to increase compensation.

Schedule

Full Time; Monday – Friday 8:40am – 6:15pm; Rotating Saturdays 8:40am – 2:15pm.

Benefits

• 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 opportunities.