MEMBER SERVICE REPRESENTATIVE

About the role

The Member Service Representative (MSR) position is focused on using the consultative sales process to proactively identify and meet the financial needs of members. This role maintains a dual focus on acquiring new memberships and deepening existing member relationships while processing teller transactions. The MSR ensures members and prospective members are promptly and professionally served, provides general credit union information, and cross-sells services, all while exhibiting the credit union’s core values in all interactions.

Responsibilities

• Interviews members, takes loan applications, gathers information, and processes preliminary documentation on loan requests.
• Evaluates and verifies loan applications and credit criteria, including employment, income, and collateral value.
• Processes loan applications through the Loans System and ensures proper disclosure of terms, finance charges, and insurance.
• Serves as the primary member contact throughout the loan process, including referrals for complex requests.
• Ensures loans are promptly and properly prepared, documented, processed, approved, and disbursed or adverse action is issued.
• Assists in servicing loans by processing payoffs, refinances, address changes, collateral releases, and payment due date changes.
• Manages vehicle title filings and follow-ups, and verifies car insurance coverage.
• Informs members of loan protection products, credit life, disability, and other credit union products.
• Ensures lending operations comply with established credit union policies and legal/regulatory requirements.
• Performs all teller duties in accordance with credit union policies and procedures.
• Resolves members' requests and questions promptly and courteously while projecting a professional reputation.
• Actively and professionally cross-sells credit union products and services.
• Stays informed about local and national economic conditions, legal and regulatory changes.
• Maintains cleanliness, security, and proper functioning of work area, desks, and equipment.
• Supports other branch locations as needed and assists in training or cross-training loan support personnel.
• Completes reports, records, and scorecard factors accurately and on time.
• Attends required meetings and keeps management informed of area activities and significant problems.

Requirements

• One to two years of lending experience.
• Must have an NMLS # or the ability to be licensed through the NMLS Registry in compliance with the S.A.F.E. Act.
• Knowledge of credit union loan services, policies, and procedures.
• Thorough understanding of related legal and regulatory standards and required loan documentation.
• Knowledge of consumer and residential lending practices.