Member Service Advisor - Loan Queue 2nd Shift

General Summary

The Member Service Advisor (MSA) Loan Queue reinforces and builds member relationships through efficient response to members' service requests and solicitation of new loan and deposit product purchases. Contact with members is via inbound and outbound phone calls. This position is responsible for consistently exceeding member expectations by matching the full range of Credit Union products and services with an informed understanding of members' needs and making appropriate lending decisions based on established guidelines.

Essential Functions

• Sell and deliver Credit Union loan products and services, including gathering information to complete loan applications, evaluating credit reports, and approving or denying requests based on established lending guidelines.
• Time: 65%
  Act as the primary source of product information and service support for member and staff inquiries via phone, providing timely problem resolution and account maintenance.
• Time: 10%
  Provide accurate, complete, and consistent documentation.
• Time: 5%
  Sell and deliver all Credit Union investment and convenience products and services.
• Time: 5%
  Obtain and maintain a high level of knowledge of all Credit Union products and services.
• Time: 5%
  Participate in and contribute to training and team development.
• Time: 5%
  Education (Minimum education required to perform the duties of this position): High school diploma or equivalent required. Some college preferred.
• Experience (Minimum experience required to perform the duties of this position): In addition to the education requirement, minimum of two years’ experience in a related field. NMLS registration required upon hire.

Knowledge, Skills and Abilities

• Excellent communication skills.
• Good business writing skills.
• Computer literacy and keyboarding skills.
• Thorough knowledge of lending principles.
• Analysis and resolution skills.
• Self-motivated with demonstrated sales skills.
• Knowledge of Credit Union products, services, and banking regulations.
• Ability and willingness to adapt to continual change.

Required Competencies

• Problem Solving
• Dealing with Ambiguity
• Time Management
• Demonstrates Courage
• Drive for Results
• Interpersonal Savvy
• Customer Focus
• Integrity and Trust
• Self-Development
• Business Acumen
• Mental Requirements

Physical Demands

• Work involves standing and walking for brief periods of time, but most work is done from a seated position.
• Potential for eyestrain from reading the computer screen.
• Must be able to talk and keyboard simultaneously.
• Deadlines, workloads, and pressure to achieve goals may cause increased stress levels.

Working Conditions

• Internal - Work is normally performed in a climate-controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc.). No known environmental hazards are encountered in normal performance of duties.
• External - Some travel may be required; however, information on environmental conditions is not available.