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

About the role

The Financial Service Representative (FSR) I at Mountain America provides exceptional member service by assessing and meeting member needs, opening and servicing accounts, and cross-selling products and services. This role also involves loan servicing, including originating loans, interviewing applicants, preparing documentation, and conducting closings.

Responsibilities

• Provides exceptional member service by assessing member needs and advising them on improving their financial situation.
• Recognizes member needs, educates on financial transactions, and cross-sells products and services 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 members for additional consultations on MACU products and services.
• Solves problems by clarifying member complaints, determining the cause, providing solutions, expediting corrections, and following up to ensure resolutions.
• 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, reviews credit reports, and cross-sells loans.
• Prepares loan documentation, initiates credit reports, and conducts closings for various types of loans.
• Complies with all relevant regulations, including Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, and others.
• Acts as a liaison to Business Services and reaches out to the community through outbound phone 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 email, voicemail, missed calls, and other communications in a timely manner.
• Participates actively in 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 recommend credit union products and services confidently.
• Ability to multi-task and maintain composure while handling 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.

Qualifications

• High school diploma or equivalent.
• Valid driver's license for travel.
• Training: Required regulatory and compliance trainings, Notary Public certification, NMLS certification, and S.A.F.E Act registration.
• Computer/Office Equipment Skills: Basic computer operating skills, beginner to intermediate Microsoft Office proficiency, typing speed of at least 35 words per minute preferred, Symitar experience preferred.
• Physical Abilities: Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms, stand, walk, kneel, and crouch occasionally, close vision, distance vision, ability to lift up to 10 pounds consistently and up to 50 pounds occasionally.

Skills

• Thorough knowledge of credit union policies, procedures, and regulations.
• Basic computer operating skills.
• Intermediate Microsoft Office skills.
• Typing speed of at least 35 words per minute.
• Notary Public certification.
• NMLS certification.
• S.A.F.E Act registration.
• Experience with Symitar.

Benefits

Starting competitive pay of $19.00 per hour, with potential for increases based on experience and performance. Excellent medical and dental benefits with minimal employee contribution, paid time off, volunteer time off, and paid holidays. Additionally, there is a matching 401K, tuition assistance, professional development opportunities, and more!

Pay

$19.00 per hour, with potential for increases based on experience and performance.

Schedule

Full Time; Monday–Friday 8:40am - 6:15pm, Saturdays 8:40am – 2:15pm. Day off during the week when a Saturday is worked.