Member Service Specialist

Description

SUMMARY: Under the direction of the Member Service Center Manager, develop new business through the promotion of Credit Union offerings to new and existing members. Be responsible for generating new and increased loan volume. Uncover member needs through personal contact and cross-sell products, automated services and other services to meet these member needs as outlined in established Credit Union goals. Also, assist Branch Management by making recommendations on refunding fees and charges to members.

Perform a variety of savings related services and loan related duties. Oversee our Indirect Lending Program. Perform a variety of loan related duties. Ensure that the policies and procedures regarding the program are met. Meet established Credit Union goals such as loan servicing, member servicing and growth of the Indirect Lending portfolio.

Member Service: Provide courteous and personal service to members. Analyze member needs, match product services to needs, and promote automated services. Demonstrate the use of automated services to new and existing members in order to increase the percentage of members oriented to automated services. Open new accounts, make revisions to existing accounts, and complete transactions such as deposits, withdrawals, loan payments, and check cashing for the members as appropriate.

Investigate member account problems and make determinations on refunding fees and charges, within authority, as warranted by the circumstances. Meet specific, measurable goals for shares, loans, credit life/disability insurance, cross-selling and referrals based on the branch business plan.

Loan Service, Decisions and Support: Acquire loan officer certification within 120 days of hire date. Retain loan officer certification by meeting standards, which require working up a minimum of four (4) loans each month and meeting quality standards for lending. Work directly on all loans received from MFA to ensure that accurate loan decisions and recommendations are made in compliance with Credit Union policies and procedures.

Engage in quality control, making loan corrections, maintaining loan records, such as notes and security instruments and reports. Establishes and supervises the preparation and maintenance of files, records and reports necessary to the conduct of business; submits required reports to Credit Union management. Anticipate and/or investigate causes for inadequate results and take corrective action within limits of Credit Union corporate objectives.

Member Account Maintenance: Correct errors in member accounts, calculate penalties and dividends. Perform the quality control function to review savings activities as assigned. Re-order checks, change account information, order membership cards, perform notary public functions, clear transferring military and civilian members, close accounts, initiate stop payments, and order copies of members' records, as required. Recommend, establish or change such products as payroll deduction, military allotment, and direct deposit based on the members' needs.

Properly process transactions using all automated systems of the Credit Union.

Membership Development: Maintain current member files for follow-up. Identify members who need savings and/or loan products and services, and contact members by mail or phone. Assist with membership calls as required for marketing of products and services and any other marketing promotions. Generate ideas to improve service, such as recommendation for workflow improvements and products innovation.

Quality Control: Identify and communicate to Credit Union Management, product or service related issues or improvements which could result in higher quality services for members or improved financial control for the Credit Union. Maintain adherence to all Credit Union policies, procedures and regulatory requirements, while demonstrating professional service skills and financial integrity, as due course of business.

Projects: May perform special projects pertaining to Indirect Lending as assigned, such as participate in training activities, assist with new product development, modification of existing product, product introduction, and other work as required.

Other General: Perform other related duties as required or directed.

Additional:
Responsible for completion of applicable training and compliance on federal regulations and APGFCU policies and procedures as related to the duties of this position (Bank Secrecy Act, Information Security as examples, if applicable).

Education: Equivalent to High School education with additional broad specialized training equivalent to 2 years college. Experience can be credited in lieu of education.

Experience: 2 to 3 years financial institution products and services, including interviewing loan applicants and making loan decisions (loan authority). Sales experience preferred, but not required.

Knowledge, Skills, and Abilities: knowledge of…