Member Service Officer I

GENERAL SUMMARY

Serve as a liaison between the member and the credit union. Responsible for providing account information by phone or in person, opening new accounts, and providing information on the full range of credit union products and services. Resolve member's issues and professionally handle the member's daily credit union needs. Provide a variety of transaction services to members. Responsible for facilitating the loan application, approval and closing process for the full range of consumer loans available to the Credit Union members.

ESSENTIAL FUNCTIONS

• Provide members with information on available lending products and services by phone, email, mail and in person.
• Assist members with the loan application process to ensure completeness of information. Gather background information on applicants by interviewing applicants.
• Use the TIPS steps in quoting loan payments to protect the loans with Payment Protection.
• Pull credit reports, verify debts, estimate monthly payments for any outstanding debts not listed and add to debt application.
• Calculate debt-to-income ratios on loan applicants.
• Determine collateral needs and payment plans for members applying for loans.
• Approve or deny loan within authority limit and in accordance with established lending policy. Refer to management any loans that require management review.
• Explain reasons for denial and explore options for members when loans are denied. Disburse proper documents for loans denied.
• Review all loan applications and related documents before forwarding for processing.
• Disburse loans and lending documents. Explain and review terms, payments and protection products.
• Cross-sell credit union products and services.
• Meet established sales goals for Payment Protection products (GAP, MBI, Life, Disability, Unemployment protection)
• Maintain loan files and appropriate loan records.
• Receive proof of payment on property tax and forward to lending department.
• Prepare special and recurring reports relating to lending activity at the Credit Union.
• Process credit card cash advances.
• Perform loan payoffs on all consumer loan types.
• Research and provide information to members on book value of cars, boats, campers, etc.
• Assist members with inquiries on existing loan accounts and services and perform necessary research for a resolution.
• Provide information to business owners about business loans. Gather pre- application information and forward to business loan officer.
• Maintain current knowledge of all Credit Union policies and procedures, including compliance with federal laws and regulations as set forth by the NCUA and other regulatory agencies.

NOTE:  The list of essential functions is not exhaustive.  It may be supplemented as necessary from time to time.

ADDITIONAL FUNCTIONS

• Serves as Member Service Representative, responsible for assisting members in person, by phone and via email on a variety of membership matters. (See MSR job description.)
• Aid in the training of MSRs in the branch.

JOB SPECIFICATIONS

• Professional, well-developed interpersonal skills necessary for communicating with members, co-workers and other individuals involved in the member service and lending process.
• Requires knowledge of the Credit Union policies, procedures, products and services.
• Requires thorough knowledge of the Credit Union's policies, procedures, products and services regarding the lending function.  Requires knowledge of laws and regulations governing lending.
• Requires strong sales skills or the willingness to learn sales skills in order to meet monthly sales goals for credit union products and services as well as Member Protection Products.
• Requires completion of high school education.
• Requires at least two years of experience in the lending or services function of a financial institution.
• Must meet financial responsibility, character and general fitness of the Secure and Fair Enforcement for Mortgage Licensing Act (S.A.F.E. Act).
• Requires PC proficiency and knowledge of Office Suite.
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.)

 

PHYSICAL REQUIREMENTS

Sitting = Continuous                                               Crawling = Occasional
Standing = Frequent                                               Climbing = Occasional
Walking = Frequent                                                 Balancing = Occasional
Driving an automobile = Occasional                       Reaching Overhead =Occasional
Lifting/Carrying = Occasional                                  Reaching Forward = Occasional  
           Amount of Weight = 15 to 25 lbs.                 Kneeling = Occasional
Squatting = Occasional                                           Push/Pull = Occasional
Bending = Occasional                                             Twisting = Occasional

 

DISCLAIMER
The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.