Lead Member 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 knowledge of Tower's products and services.
  • Service Delivery: Ensure timely, effective, and excellent service to members by MSRs, making independent decisions that directly impact Tower's reputation and customer satisfaction.
  • Cross-Selling and Sales: Oversee the cross-selling efforts of MSRs, ensuring they have in-depth knowledge of Tower's consumer loan, mortgage, and savings products, services, regulations, and procedures.
  • Security and Risk Management: Review and enforce Tower's security procedures with MSRs to support risk management, ensuring the safety and soundness of the credit union.
  • Loan Processing and Disbursal: Review and approve loan applications, process and disburse loans in accordance with Tower's policies and procedures.
  • Account Management: Provide final review for certificate paperwork, review IRA paperwork for accuracy and completeness, and research discrepancies in information.
  • Notary and Commission Services: Obtain commission and act as Notary Public, providing signature guarantees in compliance with the Medallion Signature Guarantee Program.
  • Auditing and Reporting: Audit and review daily new account savings/loans reports, ensuring accuracy and completeness.
Requirements
  • Education and Experience: Associate's 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, compute rate, ratio, and percent, reconcile and balance transaction records, operate Microsoft Office applications, and provide excellent customer service.

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