Senior Member Service Representative

4 weeks ago

Las Vegas, Nevada, United States Silver State Schools Credit Union Full time
Job Description

At Silver State Schools Credit Union, we are seeking a highly skilled and motivated Senior Member Service Representative to join our team. As a key member of our team, you will be responsible for providing exceptional service to our members, identifying their financial needs, and offering tailored solutions to meet those needs.

Key Responsibilities:

  • Professionally greet and interview members to determine their financial needs and suggest appropriate products and services.
  • Contribute to the credit union's strategic focus on loan and member growth and member service.
  • Process and open new accounts and additional services while meeting cross-sell performance standards.
  • Identify opportunities to refer business to other lines of business partners within the credit union.
  • Responsible for accurately completing all Safe Deposit Box services.
  • Process a variety of financial transactions for members, including issuing checks, processing deposits and withdrawals from accounts, filing insurance claims, and issuing certificates, drafts, and other negotiable instruments.
  • Identify cross-sell opportunities to enhance relationships with members and provide enhanced services.
  • Take ownership of all member requests or complaints with minimal need to refer to another department within the credit union.
  • Respond to member inquiries regarding account operations, access to services, resolving account discrepancies, balancing, and reconciling, adding or reducing service features on various accounts, and assisting members to make the most effective use of credit union automated services.
  • Analyze completed loan applications and supporting documentation submitted by borrowers, analyzing their financial status, credit history, and collateral, when applicable, to determine the feasibility of qualifying the requested loan.
  • Provide counseling to applicants, members, and dealers regarding loan decisions and applicable policies and procedures.
  • Responsible for accurately completing and reviewing all loan applications, gathering supporting documentation, analyzing applicant's financial status and credit worthiness, and valuing the collateral prior to submitting applications to Consumer Lending for a credit decision.
  • Look for ways to qualify the loan request by gathering additional information when needed, presenting counteroffers when applicable, and suggesting cross-sell opportunities to the borrower.
  • Complete each applicable task, stipulation, or condition within lending platform as applicable.
  • Ensure all executed documentation and packets are complete, accurate, and archived according to policy requirements and compliance regulations.
  • Responsible for complete and accurate analysis and input of income verifications, title reports, and collateral appraisals, when needed.
  • Describe and recommend suitable insurance products and ancillary products.
  • Responsible for efficiently and accurately communicating all credit decisions to applicants in a timely manner.
  • Outbound calling may be required for campaigns, promotions, and pre-approved offers.
  • Explain the features and benefits of all credit union electronic services, including debit cards, mobile banking, online bill pay, online banking, direct deposit, ACH debit/credit, and payroll deduction.
  • Assist with auditing, including cash balancing, ATM balancing, instant issue cards, etc.
  • Follow established credit union policies and procedures, government rules and regulations, and visitor and security guidelines.
  • Responsible for training Member Service Representatives (I's and II's) in all subject matter pertaining to the input of loan applications and new accounts, lending regulations, and the credit union's lending policies, operating guidelines, or operating procedures.
  • Responsible for training Member Service Representatives (I's and II's) on all SSSCU products and services.
  • Assist with coaching, counseling, and mentoring of Member Service Representatives (I's and II's) for member service, goal attainment, and operational performance.
  • Assist with auditing all new account and loan packets, monitoring processes to ensure service levels are adhered to.
  • Perform all required functions with accuracy, efficiency, dependability, and within the credit union's standard of conduct.
  • May perform Assistant Manager and Branch Manager duties in their absence.
  • Competent and confident in the sales environment.
  • Cooperative and positive attitude toward members, potential members, and credit union team.
  • Maintain a professional appearance and demeanor.
  • Understand the importance of 'first responders' title in the overall image and service satisfaction of members, and continuously work to maintain a high satisfaction standard.
  • Perform other duties as assigned.

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