Bilingual Required - Financial Service Representative (Loan Officer

Job Summary

The Financial Service Representative (FSR) assesses and meets member needs by using AAA skills to advise, assist, and service members. The role focuses on loan servicing transactions, cross‑selling products, and supporting members in achieving their financial dreams.

Mesa Southern Ave Branch – 4325 E Southern Ave, Mesa, AZ 85206

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

Competitive pay starting at $19.00 per hour with potential increases based on experience, plus incentives. Additional $1.00 for assisting Spanish‑speaking members and $2.00 per hour location allowance for AZ Branches.

• Medical and dental benefits with minimal employee contribution for full‑time employees
• Paid time off, volunteer time off, and paid holidays
• Matching 401(k)
• Tuition assistance
• Professional development opportunities

• Provide exceptional member service by assessing needs, advising, and improving financial situations.
• Open new accounts, service existing accounts, and explain products best suited to member needs.
• Educate members on MACU tools, resources, and technology while cross‑selling products as appropriate.
• Achieve sales and service goals, utilizing leads for outbound outreach and follow‑up.
• Resolve member complaints, provide solutions, and ensure satisfaction.
• Use MACU New Member Onboarding approach for thank‑you notes and follow‑up calls.

• Originate loans by accepting, reviewing, approving applications, and conducting closings for home equity, personal, and auto loans.
• Interview applicants, review credit reports, and cross‑sell loans.
• Prepare documentation, initiate credit reports, and ensure regulatory compliance.

• Liaise with Business Services.
• Perform teller duties as needed.
• Represent the credit union professionally in appearance and conduct.
• Maintain a neat and clean work area.
• Respond promptly to email, voicemail, and missed calls.
• Participate in and complete product knowledge courses.
• May require travel to other branches.

Ability to handle multiple tasks, maintain composure, prepare loan documents, perform mathematical calculations, and communicate effectively in English and Spanish.

• Minimum 1+ year of retail banking or related sales and customer service experience.
• Ability to recommend credit union products confidently.

• High school diploma or equivalent.

• Valid driver’s license for travel.
• Mountain America Accounts and Lending required regulatory and compliance trainings.
• Notary Public, NMLS Certification, and Mortgage Loan Originator registration under S.A.F.E Act.
• Basic computer skills and Microsoft Office proficiency (Outlook, Word, Excel); 35 words per minute preferred. Symitar experience preferred.

• Thorough knowledge of credit union policies, procedures, and regulations.

• Ability to talk, hear, sit, and use hands; stand, walk, and occasionally kneel or crouch.
• Close vision (20 inches) and distance vision (20 feet) required.
• Lift up to 10 pounds consistently and up to 50 pounds occasionally.
• Typical office noise environment.

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