Senior Branch Service Representative

6 days ago

Pasadena, Maryland, United States Tower Full time
Job Summary

The Senior Branch Service Representative is a key leadership position that supports the Branch Manager in effectively directing, prioritizing, and coordinating the daily work activities of the Branch Member Service Representatives (MSRs). This role is responsible for providing high-level service to members, identifying relationship opportunities, and delivering excellent customer experience.

Key Responsibilities
  • Leadership and Guidance: Provide leadership, guidance, coaching, and training to MSRs to develop their skills and ensure they have in-depth knowledge of all Tower consumer loan, mortgage, and savings products, services, regulations, and procedures.
  • Service Delivery: Ensure timely, effective, and excellent service to members by MSRs, making independent decisions that directly impact Tower Federal Credit Union (TFCU).
  • Security and Risk Management: Review Tower Federal Credit Union (TFCU) and branch security procedures with MSRs to support risk management, overall safety and soundness of the credit union, and to ensure that MSRs maintain an awareness of security risks.
  • Loan Processing: Review and approve loan applications for MSRs with lower or limited authority, and review loans with more complex documentation.
  • Account Management: Provide final review for certificate paperwork and review IRA paperwork for accuracy and completeness prior to it leaving the Branch.
  • Notary and Commission: Obtain commission and act as Notary Public.
  • Auditing and Reporting: Responsible for auditing and reviewing daily new account savings/loans reports.
Requirements
  • Education: Associates' degree plus one to two years' progressively responsible experience in the financial services field.
  • Experience: Demonstrated successful experience in a sales and service environment that included direct experience with new accounts, consumer loans, and knowledge of mortgage products.
  • Skills: 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, and ability to operate Microsoft Office applications.

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