Hire Ahead 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 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 as needs arise through a consultation approach.
• Focuses on increasing member satisfaction, building the membership base, and account retention.
• Meets 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.
• 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 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.
• Ability to perform mathematical calculations.
• Ability to 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.
• 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.

Schedule

Full Time; Monday – Friday 8:40am – 6:15pm; Saturdays at Payson Branch 8:40am – 2:15pm. *Day off during the week when working a Saturday*

Location

• Spanish Fork Branch, 1308 N Canyon Creek Pkwy, Spanish Fork, UT 84660
• Payson Branch, 818 S. State St., Payson, UT 84651

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.
• Close vision (clear vision at 20 inches or less).
• Distance vision (clear vision at 20 feet or more).
• Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally.

Environmental

• Moderate noise (business office with computers and printers, light traffic).