Member Service Representative

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POSITION

DESCRIPTION:

MEMBER SERVICE REPRESENTATIVE

Department : BRANCH OPERATIONS

Classification:
Non-Exempt

Reports to:

Branch Manager

GENERAL DESCRIPTION:

The MSR position is focused on using the consultative sales process to proactively identify and meet the financial

needs of members. Maintains focus on acquiring new memberships and/or deepening existing member's

relationships through a variety of activities. This role is responsible for processing teller transactions as well.

Achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Ensures members and prospective members are promptly and professionally served. Provides general credit union

information and cross-sells services. Exhibits CTFCU’s Core Values in all interactions.

ESSENTIAL FUNCTIONS:

• Interviews, takes applications, gathers information, and processes preliminary documentation on loan requests.
• Evaluates and verifies loan applications and credit criteria.
• Verifies employment and income, according to loan processing policies. Determinesvalue of collateral. Requestsadditionalinformation if required.
• Process loan applications through the Loans System. Refer loan requestswhile remaining primary member contract throughout process .
• Ensures each loan is promptly and properly prepared, documented, processed, approved, and disbursed or adverse actionis issued.
• Calculates terms, finance charges, and insurance on loans for proper disclosure through the Loans System.
• Assistsin servicing loans by processing such items as payoff, refinances, address changes, collateral releases, and payment due date changes.
• Assumes responsibility for filing vehicle titles and prompt follow-up on titles still pending. Verifies car insurance coverage.
• Ensures the organizations core values are applied during communication with members and employees and are executed through daily functional processes. Make a strong commitment to enhance the organizational culture.
• Inform members of loan protection products, credit life, disability, and other credit union products.
• Ensures lending operations are conductedin accordance with established credit union’s policies and are legally compliant . Ensures loan requests are properly documented.
• Performs all teller duties and apply CTFCU’s policies and procedures as outlined in the Teller Job Description.
• Adheres to the Credit Union's core values in carrying out Carolinas Telco’s mission and vision.
• Complies withall federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).
• Completes all factors in Scorecard
• Resolves members' requests and questions promptly and courteously.
• Ensures the credit union’s professional reputation is projected and maintained.
• Assistsarea personnel as needed. Assists other Tellers and MSRs.
• Assistsin training and cross training loan support personnel.
• Completes reports and records promptly and accurately.
• Attends meetings as required.
• Keeps Management informed of area activities and of any significant problems.
• Actively and professionally cross sells credit union products and services.
• Stays informedregardinglocal and national economic conditions and legal and regulatory changes.
• Ensures proper maintenance, cleanliness, and security of work area, desks, equipment, etc.
• Support other branch locations as needed
• Anyadditionaltasks and duties assigned

PERFORMANCE MEASUREMENTS

• Lending functions are effectively performed in accordance with established Credit Union policies and with legal and regulatory requirements.
  
  Cross sell is effective and required.
• Good business relations exist with members. Programs and services are properly and thoroughly explained and members' needs accurately assessed. Members' problems are courteously and promptly resolved .
• Required reports areaccurateandtimely.
• Good working relationships exist with area personnel and with management. Area personnel areassistedas needed.
• Exhibi…