Member Service Representative

About the role

Municipal Credit Union (MCU) is a 100-year-old financial institution serving over 600,000 members. Our mission is to help hard-working New Yorkers build better tomorrows, and our vision is to become New York's most loved financial institution.

Responsibilities

• Ensure excellent member service; every member, every transaction, every time.
• Conduct member interviews to uncover the needs of members to better help improve their overall financial situation.
• Process the opening and overall onboarding of new members.
• Perform account maintenance, changes, servicing, etc. on existing accounts.
• Ensure proper documentation and signatures are obtained for all member interactions to stay in compliance with rules and regulations as well as MCU policy and procedures.
• Process loan applications, collecting all necessary documentation and adhering to underwriting requirements to prepare for loan booking.
• Ensure fully complete loan applications for those loans that will be underwritten by centralized underwriting; ensure all data is properly documented the first time for the most efficient experience.
• Cross-sell additional products and services to best-fit member need(s).
• Effectively manage new account and loan pipeline with proper follow-up for members in order to close effectively and efficiently.
• Meet / exceed sales goals for all key metrics of branch growth including but not exclusively new members, new checking accounts, and new loan bookings.
• Demonstrate professionalism and empathy during member interactions.
• Aid branch team members in driving referrals for new accounts and loans.
• May perform outbound calls including service lists, lead lists, referral follow-up, etc. in order to meet / exceed sales and service goals.
• May be assigned online loan applications to complete; follow up with the members and ensure an effective and efficient closing.
• Maintain comprehensive knowledge of MCU products and services.
• Maintain comprehensive knowledge of credit union policies and procedures as well as applicable rules and regulations and how they apply to MCUs environment.
• Backup teller line as needed.
• Aid in managing lobby member flow to ensure members move through the branch environment in the most efficient and effective manner.
• Participate in the opening and closing of the branch.
• Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance.
• Aid in community engagement outreach programs.
• Maintain the highest level of confidentiality and discretion of member’s and their financial information.
• Perform other duties as required.
• Travel as required.
• Perform other duties as requested and special projects as assigned.

Qualifications

• Retail banking experience is a plus.
• High school diploma or the equivalent required.
• Previous branch experience preferred, including sales and service.
• Availability to work overtime and Saturdays as required.
• Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
• Interpersonal, oral and written communication skills.
• Highly ethical.
• Proficiency in Microsoft Office Suite.
• Tech-savvy.