Bilingual - Financial Service Representative; Loan Officer

Job Summary

At Mountain America, we create exceptional service experiences with every member, every time. We provide life‑changing value by genuinely caring about each member, expertly applying our sales philosophy (AAA) and helping our members define and achieve their financial dreams. The Financial Service Representative (FSR) I assesses and meets member needs by using AAA skills to assess, advise, and assist members with their financial needs.

FSRs provide value through loan servicing transactions and cross‑selling products and services to help our members achieve their financial dreams.

Location:

Mesa Power Road Branch, 4917 S. Power Road Mesa, AZ 85212

Schedule:

Full Time;
Monday – Friday 8:45am – 6:15pm;
Rotating Saturdays 8:45am – 2:15pm.

Position:
Financial Service Representative (FSR) I.

• Starting pay of $19.00 per hour with potential increases based on experience.
• Location allowance of $2.00 per hour for Arizona branches.
• Performance reviews with opportunities for higher compensation.
• Excellent medical and dental benefits with minimal employee contribution (full‑time employees).
• Paid time off, volunteer time off, and paid holidays.
• Matching 401(k) plan.
• Tuition assistance and professional development opportunities.
• Other benefits available.

• Member Focus:
  Provide exceptional member service by assessing needs, opening new accounts, servicing existing accounts, explaining products, and cross‑selling services to meet members’ financial goals.
• Consultation Approach:
  Educate members on using MACU tools and resources, provide consultation on products and services as needed, focus on increasing member satisfaction, building the membership base, and retaining accounts. Meet sales and service goals.
• Outbound Calls:
  Use lead lists to call existing members for product and service consults.
• Problem Resolution:
  Clarify complaints, determine causes, provide solutions, expedite corrections, and follow up to ensure resolution. Follow up with thank‑you notes and calls using MACU New Member Onboarding approach.
• Loan Servicing:
  Originate loans by reviewing applications, interviewing applicants, reviewing credit reports, cross‑selling loans, preparing documentation, initiating credit reports, and conducting closings for home equity, personal, and auto loans. Comply with all applicable regulations (Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC &DD, etc.).
• Other Responsibilities:
  
  Act as liaison to Business Services; conduct outbound outreach and attend SEG events; perform teller duties as needed; represent the credit union professionally; maintain workplace cleanliness; respond to emails/voicemails/missed calls; complete product knowledge courses; comply with regulations; possibly travel to other branches; perform additional tasks as assigned.

• Experience:
  
  Minimum 1+ year of retail banking or related sales and customer service experience.
• Skills:
  
  Ability to satisfy immediate needs, recommend products confidently, multitask, maintain composure, prepare loan documents, perform calculations, and communicate effectively written and verbally.
• Education:
  
  High school diploma or equivalent.
• Licenses/Certifications:
  
  Valid driver’s license;
  Mountain America Accounts and Lending training; required regulatory and compliance trainings;
  Notary Public; NMLS certification; qualification annually as a Mortgage Loan Originator under S.A.F.E Act.
• Computer
  
  Skills:
  
  Basic computer operations and beginner to intermediate Microsoft Office (Outlook, Word, Excel). Minimum typing speed of 35wpm preferred;
  Symitar experience preferred.
• Other:
  Thorough knowledge of credit union policies, procedures, and regulations.
• No supervisory/managerial responsibilities.

• Physical Demands:
  Able to talk, hear, sit, use hands, stand, walk, kneel, crouch occasionally; lift up to 10lb consistently, up to 50lb occasionally.
• Environment:
  Moderate noise in a business office with computers, printers, and light traffic.

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.