Financial Service Representative; Loan Officer - Bilingual; English

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.

Member Focus – Provides exceptional member service to credit union membership by assessing member needs and advising them to improve their financial situation, which includes opening new accounts, servicing existing accounts, and explaining our products and services that best suit their needs. Recognizes member needs, educates on options for managing financial transactions through MACU tools and technology, and cross‑sells products and services as needs arise through a consultation approach.

Focuses on increasing member satisfaction, building the membership base and account retention, and is expected to meet sales and service goals. Uses lead lists to make outbound efforts to call existing membership to provide additional consultation on MACU products and services. Resolves problems by clarifying member complaints, determining the cause, providing the best solution, expediting correction or adjustment, and following up to ensure resolution.

Follows up with member interactions with thank‑you notes and phone calls using the MACU New Member Onboarding approach.

Loan Servicing – Originates loans by accepting, reviewing, and approving loan applications. Interviews loan applicants, reviews credit reports, cross‑sells loans, prepares loan documentation, initiates credit reports, and conducts closings for home equity, personal, and auto loans. Complies with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS), and other applicable regulations.

Other Responsibilities – Acts as a liaison to Business Services, reaches out to the community through outbound phone calls and attending SEG events, performs teller duties as needed, represents the credit union professionally, keeps work area neat and clean, responds to email/voicemail/missed calls timely, actively participates in product knowledge courses, complies with all regulations, may require travel to other branches, and performs other duties as assigned.

Full Time;
Monday – Friday 8:40am – 6:15pm;
Saturdays 8:40am – 2:15pm.

Day off during the week when a Saturday is worked.

Bilingual English/Spanish preferred but not required.

• Starting competitive pay of $19.00 per hour and can increase depending on experience, plus incentives
• Performance reviews with opportunities to increase 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)
• Tuition assistance
• Professional development
• And more!

Experience – At least 1+ year of retail banking or related sales and customer service experience. Ability to satisfy immediate and unexpected needs, recommend credit union products and services with knowledge and confidence, multi‑task while maintaining composure, prepare loan documents, cross‑sell financial services, perform mathematical calculations, and communicate effectively in written and verbal form.

Education – High school diploma or equivalent.

Licenses, Certificates, Registrations, Trainings – Valid driver’s license for travel, Mountain America Accounts and Lending required regulatory and compliance trainings, Notary Public, NMLS Certification, must qualify annually as a Mortgage Loan Originator under S.A.F.E Act Registration. Computer/Office Equipment

Skills:

Basic computer operating skills, beginner to intermediate skills in Microsoft Office (Outlook, Word, Excel). Typing: minimum 35 words per minute preferred. Symitar…