Senior Branch Member Service Representative

Signing/Retaining Bonus $1000 as of 1/20/2025.

Benefits exceptionally low medical premiums and other benefits.

Work Schedule Monday-Thursday 8:30am-5:30pm;
Friday 8:30am-6:30pm;
Saturday 8:30am-1:30pm.

Hiring Range $32.69/hr – $40.86/hr.

The Branch Member Service Representative is a lead position that supports the Branch Manager in effectively directing, prioritizing, overseeing and coordinating the daily work activities of the Branch Member Service Representatives (MSR). This position and the Branch MSRs provide a valuable link between members and the credit union. They professionally represent the credit union to members in person and deliver high level service through identifying relationship opportunities;

matching appropriate products and services to meet member needs; and migrating members to agreed upon alternative banking solutions.

• Reviews Tower Federal Credit Union (TFCU) and branch security procedures with MSRs to support risk management, overall safety and soundness of the credit union; ensures that MSRs maintain an awareness of security risks in the areas of member identification, elder abuse, membership eligibility, confidentiality, phishing/vishing attempts and overall physical branch security. Reports any suspicions immediately to appropriate person or department, ensures attendance at required quarterly branch security training, and is responsible for reviewing branch referral reports and assisting with the auditing of XA accounts for accuracy.
• Supports the Branch Manager in directing, prioritizing, and coordinating the daily work activities of branch MSRs; oversees timely, effective, and excellent service to members by MSRs; makes independent decisions that directly affect TFCU (i.e. fraud, loss prevention, service, goodwill); acts as Branch Manager when necessary.
• Provides MSRs with the leadership, guidance, coaching, and training needed to develop their skills; oversees the cross-selling efforts of the MSRs by ensuring that they have in-depth knowledge of all Tower consumer loan, mortgage, and savings products, services, regulations, and procedures; resolves sensitive and complex issues or exceptions in an expedient, decisive manner; and provides significant documented input into MSR performance appraisals.
• Analyzes and evaluates credit reports and Deluxe Detect reports; coaches MSRs to assist them in determining best options for members; monitors effective cross-selling of products and services by assessing members’ profiles for additional opportunities.
• Requires the flexibility to work variable hours for various reasons, including resolving branch balancing issues, supervising the testing of new releases and being available to provide access to the branch during non-business hours to support Credit Union needs.
• Provides signature guarantees in compliance with the Medallion Signature Guarantee Program and as regulated by the Securities and Exchange Commission.
• Acts as supervisor for teller staff when necessary, disbursing and receiving cash between vault and tellers, calculating and ordering sufficient change fund (for Branch and ATMs), verifying incoming cash delivery from armored carrier, performing overrides, assisting tellers with problems and balancing issues, and ensuring vault/accounting center is in balance; performs teller duties as needed and assures the security of cash drawer and negotiable instruments.
• Reviews and approves loan applications for MSRs with lower or limited authority; reviews loans with more complex documentation (i.e. airplane, mobile home, documented vessels, and loans secured by stocks and bonds); is responsible for informing the member of the underwriting decision, including any counter offers, stipulations for loan approval or any suggested alternative loan products; processes and disburses loans in accordance with the terms of the loan approval and TFCU’s policies and procedures.
• Provides final review for certificate paperwork and also reviews IRA paperwork for accuracy and completeness prior to it leaving the Branch; researches any discrepancies in information, determines the source and…