Senior Branch Service Representative

4 days ago

Pasadena, Maryland, United States Tower Federal Credit Union Full time
Job Summary

The Senior Branch Service Representative is a key leadership position at Tower Federal Credit Union, responsible for supporting the Branch Manager in directing, prioritizing, and coordinating the daily work activities of Branch Member Service Representatives (MSRs). This role requires strong analytical and human relations skills, as well as the ability to provide exceptional service to members.

Key Responsibilities
  • Security and Risk Management: Reviews Tower Federal Credit Union security procedures with MSRs to support risk management and ensure the overall safety and soundness of the credit union.
  • Leadership and Coaching: Supports the Branch Manager in directing, prioritizing, and coordinating the daily work activities of branch MSRs, and provides leadership, guidance, coaching, and training to develop their skills.
  • Cross-Selling and Sales: Oversees the cross-selling efforts of the MSRs, ensuring they have in-depth knowledge of all Tower consumer loan, mortgage, and savings products, services, regulations, and procedures.
  • Loan Processing and Approval: Reviews and approves loan applications, and processes and disburses loans in accordance with the terms of the loan approval and TFCU's policies and procedures.
  • Account Maintenance and Verification: Reviews and verifies accuracy of member accounts, including new account savings and loans reports.
  • Notary and Commission Services: Obtains commission and acts as Notary Public.
Requirements
  • Education and Experience: Associates' degree plus one to two years' progressively responsible experience in the financial services field, or an equivalent combination of education and experience.
  • Skills and Competencies: Ability to apply concepts of fractions, percentages, and proportions to practical situations; ability to compute rate, ratio, and percent; ability to reconcile and balance transaction records; ability to operate Microsoft Office applications and perform tasks satisfactorily; ability to read and interpret member tax and financial documents; ability to read, analyze, and interpret procedure manuals; ability to write routine reports and internal communications; ability to provide explanation or instruction in one-on-one situations; ability to present ideas and concepts and respond to questions in one-on-one situations; ability to uncover inaccuracies in loan applications and address them directly and tactfully with dealership staff for resolution; ability to recognize and uncover objections and roadblocks to closing loans and effectively address and resolve these issues; ability to find solutions to approve or counter more applications for members with good credit history; ability to write effective, concise, and complete correspondence to TFCU members on a daily basis; ability to define problems, collect data, establish facts, and draw valid conclusions; ability to focus on detail and verify accuracy of numbers and text; ability to solve problems with many variables in a variety of situations; ability to interpret a variety of technical instructions in written, mathematical, or diagram form; ability to prioritize diverse job assignments and meet established deadlines; ability to complete tasks with a high degree of accuracy and attention to detail; ability to handle a multitude of tasks in a high-stress loan environment; ability to determine needs and serve others; ability to respond to sensitive inquiries and complaints in a timely, effective manner; ability to maintain sensitive and confidential information; ability to provide constructive feedback to members concerning loan applications; ability to determine needs and sell appropriate solutions to others; ability to persuade others to consider alternative courses of action; ability to get along with colleagues and management.

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