Member Services Specialist

What You’ll Be Doing Relied upon as a branch specialist in the area of real estate, consumer loans, insurance and/or retirement/investments. Responsible for maintaining a comprehensive knowledge of credit union departments, products, services, policies and procedures to provide accurate information to all Members and prospective Members while negotiating resolution of complex inquiries and disputes.Schedules and conducts meetings with Members in assigned branch(es) to assist with their real estate, consumer lending, and/or retirement needs. Serves as the highest level branch specialist and subject matter expert and independently handles routine and more complex Member inquiries with a goal of first-point-of-contact resolution and limited escalation.Areas of specialty may include one or all of the following areas• Thorough knowledge of Real Estate in order to provide Members with assistance and information on Real Estate products and services. Assesses Member needs and financial situation in order to recommend the best loan product, completes application and refers applicants as necessary to Real Estate.• Thorough knowledge of Consumer Loans in order to analyze Member financial and credit data and provide recommendations on products and services. Has the authority to approve or deny loans within assigned authority level when applicable.• Thorough knowledge and required licenses in order to serve as the department primary resource for 403, 457 and other retirement and Investment products and services. Interviews Members to determine and assess their current income, expenses, tax status, financial objectives, risk tolerance, and other information needed to develop a financial plan.• Thorough knowledge and required license in order to serve as the department primary source for personal lines/automobile insurance. Interviews Members to determine and assess their risk exposures and recommend coverage limits, complete insurance application and bind coverage as authorized by the insurance carrier.Responsible for processing moderately difficult financial transactions on Member’s accounts, resolving Member issues, evaluating and identifying the Member’s financial needs using consultative service skills, and originating new accounts or making targeted referrals to internal business partners that result in deeper relationships, high levels of Member satisfaction, and increased growth for the Credit Union.Provides consultative services to Members regarding credit union products and services by assessing the Member's needs, addressing their concerns and gaining agreement. Seeks to “deepen Member relationships” by asking the right questions, analyzing their financial position in order to determine and recommend the right product fit to expand the number of products and services utilized by existing Members.Provides suggestions for streamlining department and credit union operations. Assists with completing projects and reports related to the department. Performs other related duties as assigned or requested.Assists the branch with training of new teammembers and cross training of existing teammembers in area of specialty; keeps up to date with policy/procedure updates.Maintains an updated and faultless FINRA Form U4 by completing all necessary continuing education training in addition to annual Firm Element Training and annual recertification when applicable.Has a thorough knowledge of Credit Union policy and procedures, as well as state and federal regulations in area of specialty.Additional Job Functions Performs other duties as assignedComplies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actionsQualificationsHigh School Diploma or GED requiredAssociate's Degree preferred5-7 years of previous related experience required1-3 years MSR III experience preferredDepending on specialty and need of branch, the following courses and/or certification may be required:• CSS Certification• Consumer Lending Authority• Art of Underwriting• Intermediate Real Estate training• Real Estate Certification Program when applicable• Registered with the Nationwide Mortgage Licensing System and Registry as a mortgage loan originator in accordance with the Secure and Fair Enforcement for Mortgage Licensing Act (the "SAFE Act") when applicable.• FINRA Series 6 or 7, and 63 when applicable• Personal Lines Broker LicenserequiredKnowledge, Skills, and AbilitiesDemonstrated ability to make loan decisions in a high volume environment when applicable.