MEMBER SERVICE REPRESENTATIVE

POSITION DESCRIPTION:

MEMBER SERVICE REPRESENTATIVE

Department: BRANCH OPERATIONS

Classification: Non-Exempt

Reports to: Branch Manager

GENERAL DESCRIPTION:

The MSR position is focused on using the consultative sales process to proactively identify and meet the financial needs of members. Maintains focus on acquiring new households and/or deepening existing customer relationships through a variety of activities. This role is responsible for processing teller transactions as well. Achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types. Ensures members and prospective members are promptly and professionally served. Provides general credit union information and cross-sells services. Exhibits CTFCU’s Core Values in all interactions.

ESSENTIAL FUNCTIONS:

• Interviews, takes applications, gathers information, and processes preliminary documentation on loan requests.
• Evaluates and verifies loan applications and credit criteria. Computes debt ratios manually and through the Loans System.
• Verifies employment and income, according to loan processing policies. Determines value of collateral. Approves loans within limits of authority and notifies applicants of loan decisions. Requests additional information if required.
• Process loan applications through the Loans System. Refer loan requests that fall outside MSR’s lending authority according to the Consumer Loan Policy.
• Ensures each loan is promptly and properly prepared, documented, processed, approved, and disbursed or adverse action is issued.
• Calculates terms, finance charges, and insurance on loans for proper disclosure through the Loans System.
• Assists in servicing loans by processing such items as payoff, refinances, address changes, collateral releases, and payment due date changes.
• Assumes responsibility for filing vehicle titles and prompt follow-up on titles still pending. Verifies car insurance coverage.
• Ensures the organizations core values are applied during communication with members and employees and are executed through daily functional processes. Make a strong commitment to enhance the organizational culture.
• Inform members of loan protection products, credit life, disability, and other credit union products.
• Ensures lending operations are conducted in accordance with established credit union’s policies and are legally compliant. Ensures loan requests are properly documented.
• Performs all teller duties and apply CTFCU’s policies and procedures as outlined in the Teller Job Description.
• Adheres to the Credit Union's core values in carrying out Carolinas Telco’s mission and vision.
• Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).
• Completes all factors in MSR/Teller Scorecard
• Resolves members' requests and questions promptly and courteously.
• Ensures the credit union’s professional reputation is projected and maintained.
• Assists area personnel as needed. Assists other Tellers and MSRs.
• Assists in training and cross training loan support personnel.
• Completes reports and records promptly and accurately.
• Attends meetings as required.
• Keeps Management informed of area activities and of any significant problems.
• Actively and professionally cross sells credit union products and services.
• Stays informed regarding local and national economic conditions and legal and regulatory changes.
• Ensures proper maintenance, cleanliness, and security of work area, desks, equipment, etc.

• Lending functions are effectively performed in accordance with established Credit Union policies and with legal and regulatory requirements.
• Good business relations exist with members. Programs and services are properly and thoroughly explained and members' needs accurately assessed. Members' problems are courteously and promptly resolved.
• Required reports are accurate and timely.
• Good working relationships exist with area personnel and with management. Area personnel are assisted as needed.
• Exhibits ongoing commitment to the enactment of organizational core values
• Credit applications and related financial data are closely and effectively analyzed and evaluated.
• Teller functions are effectively and efficiently performed in accordance with established Credit Union policies and procedures.

QUALIFICATIONS

• One to two years of lending experience.
• Must have NMLS # or the ability to be licensed through the NMLS Registry in compliance with the S.A.F.E. Act
• Knowledge of credit union loan services, policies, and procedures
• Thorough understanding of related legal and regulatory standards, and required loan documentation.
• Knowledge of consumer and residential lending practices.