Member Service Officer-Float

About the Role

Provide information and support via various means (phone, internet, email, etc.) to lending partners and members regarding the credit union, its products, and services while ensuring the highest quality service. Examine, evaluate, and make decisions on member and non-member loan applications for consumer loans.

Responsibilities

• Interview and evaluate the needs of members and potential members, identify appropriate member needs, and cross-sell financial products that meet those needs.
• Serve membership by providing information and account service in a pleasant, professional, and efficient manner.
• Open/close accounts, process stop payments, order cards, and answer questions regarding deposit accounts, loan accounts, plastic cards, and remote access.
• Ensure complete and accurate documentation for loans and new accounts by gathering information and resolving uncertainties through inquiries with creditors and/or members according to credit union policy.
• Analyze and evaluate applicant’s financial status by reviewing credit information, determining debt-to-income ratios, estimating payments, determining collateral requirements, establishing collateral values, co-signer requirements, and membership eligibility as defined by policy.
• Possess general product knowledge relating to mortgage, home equity, and business loans for referral purposes.
• Complete outbound calls (2-2-2) to members, partner follow-up, and other types of calls as requested by management.
• Assist other departments as necessary (e.g., collections, accounting, etc.).
• File claims for GAP, GAP Advantage, ADR, and Debt Protection.
• Be well-versed regarding credit union policies and procedures; advise manager of external factors that may affect policy by suggesting modifications.
• Cross-train other staff, as requested, on duties, functions, and responsibilities to assure proper backup.
• Follow proper member identification and security procedures and ensure that member and employee information is kept confidential.
• Receive and payout money and keep records of money and negotiable instruments involved in financial transactions.
• Respond to member inquiries and requests regarding financial services and enter them into applicable computer systems and programs.
• Approve loans within specified limits or refer to a manager with recommendations to obtain approval.
• Oversee timely loan closing and funding activities.
• Provide ongoing relationship servicing with current members to maintain goodwill and gain additional business.
• Assist members with problem resolution and account reconciliation.
• Responsible for safe deposit box transactions.
• Execute, key, and verify wire transfers.

Requirements

• High school diploma or general education degree (GED); or six to twelve months related experience and/or training; or equivalent combination of education and experience. Previous financial industry experience preferred.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
• Ability to apply concepts of basic algebra and 10-key.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to research data and make accurate decisions.
• Knowledge of Contact Management systems; Internet software; Microsoft Excel Spreadsheet software, and Microsoft Word Processing software.
• Must complete ongoing sales and service training.
• Must have the ability to make sound, confident decisions and possess proven sales skills.
• Must be able to read and understand credit reports.

Qualifications

• A MSO1 will be required to complete a pre-determined list of functions and training within 18-24 months of their hire date.
• A MSO1 will also be required to shadow and cross-train in the service center for at least 80 hours during (or prior to) their training period, as well as two hours in both the Accounting and Collections departments.
• Once a MSO1 has completed all the requirements of the MSO1 Training Plan, they may be promoted to a MSO2 at the supervising manager(s) discretion.

Skills

• Credibility: Provides reliable and accurate information, offers fully researched recommendations, instills customer confidence, supports organizational values and policies, takes responsibility for own actions and mistakes.
• Job Knowledge/Job Fit: Competent in required job skills and knowledge, exhibits ability to learn and apply new skills, keeps abreast of current developments, requires minimal supervision, displays understanding of how job relates to others, uses resources effectively.
• Conflict Resolution: Encourages open communications, confronts difficult situations, maintains objectivity, keeps emotions under control, uses negotiation skills to resolve conflicts.
• Cooperation: Establishes and maintains effective relations, exhibits tact and consideration, displays positive outlook and pleasant manner, offers assistance and support to co-workers, works cooperatively in group situations, works actively to resolve conflicts.
• Quality: Demonstrates accuracy and thoroughness, displays commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance, monitors own work to ensure quality.
• Planning/Organization: Prioritizes and plans work activities, uses time efficiently, plans for additional resources, integrates changes smoothly, sets goals and objectives, works in an organized manner.
• Sales and Service (INSPIRE SALES and SERVICE): Displays courtesy and sensitivity, manages difficult/emotional member situations, meets commitments, focuses on and responds promptly to member needs, solicits member feedback to improve service, explains financial concepts clearly, explains product features and benefits, recommends products to members, and overcomes objections.
• Problem Solving: Identifies problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, resolves problems in early stages, works well in group problem-solving situations.

Physical Demands and Work Environment

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to stand, walk, sit; use hands to finger, handle, or feel; and reach with hands and arms; and talk or hear.
• The employee is frequently required to climb or balance and stoop, kneel, crouch, or crawl.
• For employees who are assigned to a retail branch, the employee may be required to regularly stand, and the availability to sit for any length of time may be limited.
• The employee is occasionally required to taste or smell.
• The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
• The employee regularly works near moving mechanical parts.
• The noise level in the work environment is usually moderate.