Member Experience Officer

1 month ago

Mesa, United States Mountain America Credit Union Full time
Job DescriptionAt Mountain America, the MEO recognizes and meets member needs by providing quality service through teller, branch operations, and loan servicing transactions and cross-selling products and services in order to help our members achieve their financial dreams. This is a preparatory position to develop our future Financial Services Representatives and Member Experience Officers for placement in an assigned branch.

LOCATION

Mesa AZ Branch (Home Branch)

4325 E Southern Ave
Mesa, AZ 85206

SCHEDULE

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

  • Day off during the week when a Saturday is worked.

The Mesa AZ Branch currently has 2 open Member Experience Officer positions:

  • 1 FT HA Member Experience Officer (MEO)
  • 1 FT Member Experience Officer (MEO)

At Mountain America, we are committed to taking care of all our employees.

  • Starting competitive pay + $1.00 Bi-lingual Allowance (for Bi-lingual (English/Spanish Speaking employees) + $2.00 Location Allowance + 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 401K
  • Tuition assistance
  • Professional development
  • And more

To be effective, an individual must be able to perform each job duty successfully.

Member Focus

  • Builds and maintains relationships with Mountain America Credit Union Members by engaging in conversations in person and over the phone
  • Provides quality service to credit union membership by assessing member needs, advising to meet their needs, and assisting in those transactions, which could include opening new accounts, servicing existing accounts, and explaining our products and services that best suit our member’s needs .
  • Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, technology and cross-sells products and services as needs arise through a consultation approach .
  • Fulfills member requests for products and services while looking for ways to grow member relationships and accomplish credit union objectives.
  • Resolves problems by clarifying member complaints, determining the cause of the problem, providing the best solution to resolve the problem, 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 (222) approach

Loan Servicing

  • Prepares and disburses loans within lending limits and credit union guidelines
  • Originates loans by accepting and reviewing loan applications, interviewing loan applicants, reviewing credit report and 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 regulations as required by law as it relates to his/her position

Cash Transactions

  • Accurately maintains cash drawer.
  • Accurately and efficiently processes transactions in accordance with established policies and procedures
  • Assists in the opening and closing procedures of the branch
  • Responsible for Branch Security which includes vault combinations, security codes, and member information
  • Handles all transactions with accuracy and courtesy, while maintain privacy and security.

Other Responsibilities

  • While in this position, will travel within regional area (up to 15 miles), to provide assistance to different branches and receive training and feedback from different branch leaders.
  • Requires occasional travel to other branches
  • Acts as a liaison to Business Services Reaches out to the community through outbound phone calls and by attending SEG events
  • Performs Teller duties as needed
  • Represents the credit union in a professional manner, both in dress and in actions
  • Keeps work area neat and clean
  • Responds to email/voicemail/missed calls/other communication in a timely manner
  • Actively participates and completes product knowledge courses
  • Complies with all regulations as required by law
  • Performs other duties as assigned

KNOWLEDGE, SKILLS, and ABILITIES
The requirements listed are representative of the knowledge, skills, and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

  • At least one year of retail banking or related sales and customer service experience preferred
  • Ability to satisfy immediate and unexpected needs, by recommending credit union products and services with knowledge and confidence. 
  • Ability to multi-task and maintain composure while handling all member activities and requests
  • Ability to prepare loan documents and cross-sell financial services of the credit union to ensure quality service.
  • Ability to perform mathematical calculations.
  • Ability to communicate effectively using written and verbal communication

Education
High school diploma or equivalent

Licenses, Certificates, Registrations, Trainings

To be completed during the first 90 days:

  • Valid Driver’s license required.
  • MSR Certification Package:
    • Teller Follow-up Training
    • MSR Sales Certification
  • Annual FSR Certification

Training to be completed generally during the first 90 days:

  • New Account Training
  • IRA Training
  • Loan Training
  • Loan Follow-up Training
  • Notary Public
  • NMLS Certification
  • Must be able to 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)
  • Type a minimum of 35 words per minute preferred
  • Symitar experience preferred

Managerial Responsibility

No supervisory/managerial responsibilities

Other Skills and Abilities

  • Bilingual English/Spanish Preferred
  • Thorough knowledge of credit union policies, procedures and regulations
  • Ability to prepare loan documents and cross-sell financial services of the credit union to ensure quality service
  • Ability to perform mathematical calculations
  • Ability to communicate effectively using written and verbal communication

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

  • Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently
  • Ability to stand, walk, kneel and crouch occasionally

Vision Requirements

  • Close vision (clear vision at 20 inches or less)
  • Distance Vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally

Environmental

There are no unusually environmental factors

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

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