Full-Time Member Service Platform Representative - Middletown Branch

Member Service Platform Representative

We are currently recruiting for a Member Service Platform Representative to work in our Middletown Branch location. The individual chosen must be willing to contribute to the success of the credit union by providing superior service according to MHV's Brand Standards. Assist members and potential members with their Credit Union needs by explaining services, setting up new accounts, responding to problems, and directing members to the appropriate people.

Additionally, the candidate will be expected to cross sells products and services, perform loan originations and funding according to lending procedures, and perform all teller functions. They will also be expected to perform all responsibilities within the established credit union policy, regulatory compliance, and within the Bank Secrecy Act. This role includes Saturdays and rotating shifts during the week to be a part of the regularly scheduled workweek.

The ability to speak Spanish is an asset for this position.

Responsibilities include, but are not limited to:

• Assisting members and business account owners with opening and closing accounts following the Connect process to include on-boarding, answers questions about products and services, resolving problems that are within their authority and ensuring members' needs are met in a timely manner. Actively selling and promoting the Credit Union's full line of financial products and services in a helpful, friendly manner in order to improve members' financial needs and achieve or exceed established individual and branch goals (scorecard) and utilizing CRM to track all sales activities.
• Interviewing credit applicants and obtaining appropriate credit information to originate all consumer loan products. Identifying all possible loan cross sale opportunities and asking for additional loan business to meet member needs. Adhering to loan follow up standards for all consumer loans as well as utilizing all provided tools to acquire loan leads. Booking approved loans and completing the funding process with members.
• Functioning as MSR Teller, which includes assisting members with and demonstrating transaction processing through remote channels. Assisting with first line maintenance of equipment (PT, ITM, ATM, TCD, TCR) as well as the reconciliation and settlement of equipment and maintaining the privacy of member account information.
• Possessing a comprehensive understanding of all credit union products and services, which includes serving as a Notary Public as needed. Referring problems, that are beyond your authority to the Lead MSR and/or Branch Manager and offer solution recommendations as appropriate.
• Maintaining appropriate records and prepare required reports accurately and timely. Comprehending, complying and administering all credit union policies and procedures, including those related to branch security, as outlined in the Employee Handbook, which includes adhering to regulatory compliance guidelines.

Performance Measurements include:

• Displaying a thorough knowledge of the job and rarely needing to ask questions. Staying abreast of current trends affecting the financial services industry and having an overall knowledge of the credit union, its policies and procedures. Continually expanding knowledge and developing skills and assisting others in the office with daily operations, procedures, opening/closing in the absence of the branch manager. This also includes scoring 85% or higher on product knowledge assessments.
• Maintaining member service as a top priority, treating members and other employees professionally with courtesy and respect and upholding MHV Service Standards. Supporting organizational plans, initiatives and direction and maintaining an acceptable attendance/punctuality record including demonstrating adaptability and flexibility, as it pertains to work schedules in order to support the current business needs and is a team player. Maintaining confidentiality, promoting integrity, and supporting the corporate mission as well as maintaining a professional work environment and business-like appearance.
• Providing informed, prompt, accurate service and…