Member Service Representative

Job Description

Job Description

About MCU :

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members.

For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 500,000 individuals.

With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Overview : Provide an excellent experience with the ability to serve a member with any request, including new accounts needs, maintenance on accounts, loan applications and / or teller transactions.

Heavily focused on new accounts and servicing in the branch, an MSR is able to drive new members and additional products per member while providing an excellent experience for any member.

Responsibilities :

• Specific duties include, but are not limited to, the following :
• Ensure excellent member service; every member, every transaction, every time.
• Conduct member interviews to uncover the needs of members to better help improve their overall financial situation.
• Process the opening and overall onboarding of new members.
• Perform account maintenance, changes, servicing, etc. on existing accounts.
• Ensure proper documentation and signatures are obtained for all member interactions to stay in compliance with rules and regulations as well as MCU policy and procedures.
• Process loan applications, collecting all necessary documentation and adhering to underwriting requirements to prepare for loan booking.
• Ensure fully complete loan applications for those loans that will be underwritten by centralized underwriting; ensure all data is properly documented the first time for the most efficient experience.
• Cross-sell additional products and services to best fit member need(s).
• Effectively manage new account and loan pipeline with proper follow-up for members in order to close effectively and efficiently.
• Meet / exceed sales goals for all key metrics of branch growth including but not exclusively new members, new checking accounts, and new loan bookings.
• Assist branch team members in driving referrals for new accounts and loans.
• May perform outbound calls including service lists, lead lists, referral follow-up, etc. in order to meet / exceed sales and service goals.
• May be assigned online loan applications to complete; follow up with the members and ensure an effective and efficient closing.
• Maintain comprehensive knowledge of MCU products and services.
• Maintain comprehensive knowledge of credit union policies and procedures as well as applicable rules and regulations and how they apply to MCUs eBranch environment.
• Back up teller line as needed.
• Assist in management of lobby member flow to ensure members move through the branch environment in the most efficient and effective manner.
• Adhere to all regulatory compliance training inclusive of BSA / AML / OFAC and overall BSA / AML / OFAC compliance
• Perform other duties as required

Requirements :

• High School diploma
• Minimum two years of prior banking or customer service / sales experience

Competencies :

• Excellent member service skills
• Excellent interpersonal, oral and written communication skills
• Excellent member service skills
• Excellent interpersonal, oral and written communication skills

MCU Values and Expected Competencies :

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday.

These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following

Integrity(Trust) :

Must be able to establish strong trustworthy relationships with members, fellow employees and business partners.

Service Focus :

• Must possess strong interpersonal skills, a positive attitude, maturity, excellent judgement, and a desire to help people
• Must have the ability to identify member opportunities for financial improvement, advocate for credit union services and technology options, and provide support as needed.
• Ability to manage deadlines and priorities and set deadlines.

Communication :

Must possess well-developed written and verbal communication skills.

Positive Work Environment :

• Comfortable working in complex, competitive, and rapidly changing environment.
• Ability to analyze and resolve situations independently.

Teamwork and Participation :

Ability to lead a diverse project team, manage multiple project tasks concurrently and effectively coordinate and control cross-functional implementation plans.

Empowerment and Accountability :

• Strong organizational, problem solving, and multitasking skills including prioritizing, scheduling, time management and meeting deadlines.
• Highly ethical
• Possess a strong sense of urgency. Effectively sets priorities, allocates resources, takes accountability and achieves results.

What we can offer you :

• Competitive compensation, medical and dental benefits.
• 401K with employer contribution
• Flexible paid time off

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home.

Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.

Municipal Credit Union (MCU) is an Equal Opportunity Employer.

Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Salary : $16.00 to $24.34