Member Service Representative

2 weeks ago

Idaho Falls, Idaho, United States Lookout Credit Union Full time
Role:

All employees of Lookout Credit Union are expected to uphold the Credit Union's mission and vision statements, and the employee's actions should always embody the Credit Union's TREAD model.

The Member Service Representative role is to educate members about all Credit Union products and services as well as embody our vision of being the most innovative lender and greatest educational partner.

Essential Functions & Responsibilities:
  • Provide members with an exceptional financial experience through offering lending and budgeting solutions as well as processing basic member transactions. This includes effectively cross selling members on loan and deposit products, accurately processing loan applications, and ensuring all loan documents meet Credit Union underwriting and approval guidelines as set forth by the Board of Directors. In addition, ensure these forms are completed and all systems are updated, all loan and new membership files contain all the necessary documents and are uploaded to the proper digital archive storage in a timely manner. Successful MSRs consistently review each member's financial situation and current Credit Union product utilization to offer solutions based on need to further develop the member's relationship with the Credit Union.
  • Meet or exceed established Credit Union goals for the branch, the Credit Union as a whole, as well as individual goals.
  • Keep current on Credit Union loan and deposit products, related services, consumer credit, regulations, policies and procedures, and movement within the industry.
  • Effectively educate members on the benefits and advantages of Credit Union membership and utilization of its products and services.
  • All other job related duties as assigned.
Performance Measurements:

1. The employee's actions should always reflect the Credit Union's TREAD model to teach, respect, empower, adapt, and deliver to our members and coworkers.

2. Process and assist all members with their financial requests within a timely manner and with minimal errors, ensuring all forms and documentation are completed and filed/scanned in a timely manner, and all systems have been accurately checked.

3. Function as a consumer loan officer; underwriting loans, processing, evaluating and/or approving loan applications per management limits and Credit Union policy

4. Effectively promote and educate new members about the advantages and benefits of belonging to the Credit Union, products and services information and effectively cross selling and promoting items at new account openings to achieve or exceed all established cross sales goals and assist in meeting department/branch goals.

5. Cross sell a minimum amount of services per month to our members

6. Understand and follow the credit unions policies and procedures in place

7. Balance teller drawer daily being no more the $20 out of balance on a given day with a total outage amount not to exceed $75 in a six (6) month period.

8. Consistently have a CL/CD coverage percentage meeting Credit Union expectations.

Knowledge and Skills:

Experience

One month to twelve months of similar or related experience.

Education

A high school education or GED.

Interpersonal Skills

Strong verbal communication skills. Must be an empathetic listener, able to overcome objections, and solve problems by gaining a significant level of diplomacy and trust with Credit Union members. Must display diplomacy and tact when communicating information of a personal or sensitive nature with others inside and outside of the organization.

Team player with the ability to work in a diverse environment and obtain information and cooperation both internally and/or externally.

Self-starter who is motivated and has the ability to motivate or influence others. Taking the initiative to utilize the tools provided by the Credit Union and within policy guidelines to solve problems is essential to the position.

A positive, friendly attitude displaying characteristics of professionalism, courtesy and tact in all aspects of the position.

Other Skills

Working knowledge of basic computer skills and applications including email and word processing functions. Use/operate a computer keyboard and 10-key calculator by touch. Attention to detail and entering data accurately is essential.

Strong written communication skills utilizing proper grammar and punctuation. Must be able to efficiently compose, format, save, and print documents.

Ability to follow directions and interpret policy in both written and verbal form are essential to this position.

Adept at utilizing the internet to navigate websites for information and perform keyword searches.

Physical Requirements

Ability to express or exchange ideas by means of spoken word. Verbal communication is important to impart detailed or important oral information accurately and efficiently to members and coworkers. Must also have the ability to perceive sounds and words through oral communication. Ability to exert up to 30 lbs. of force; occasionally lift, carry, push, pull, or otherwise move objects. Involves standing most of the time but may involve walking or sitting for brief periods of time.

Work Environment

Work is generally performed in a temperature-controlled office environment. Exposure to ambient office equipment noise such as computers, telephones, and conversations between coworkers and members.

Salary Description

$16.00/hour

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