SENIOR BRANCH MEMBER SERVICE REPRESENTATIVE

Senior Branch Member Service Representative

Job Category : Member Services Requisition Number : SENIO002717 Showing 1 location Job Details

Description

$2000 SIGNING / RETAINING BONUS EFFECTIVE 2-17-2022

HOURS : Monday-Thursday 8 : 30am-5 : 30pm, Friday 8 : 15am-5 : 15pm or 9 : 30-6 : 30, Saturday 8 : 30am-1 : 30pm. Rotating shift on Fridays and Saturdays.

All employees, must provide a copy of their fully completed COVID-19 vaccination cards within 45 days of their start date.

Exceptions will be made in accordance with federal and state laws.

SUMMARY OF POSITION :

The Branch Member Service Representative is a lead position that supports the Branch Manager in effectively directing, prioritizing, overseeing and coordinating the daily work activities of the Branch Member Service Representatives (MSR).

This position and the Branch MSRs provide a valuable link between members and the credit union. They professionally represent the credit union to members in person and deliver high level service through identifying relationship opportunities;

matching appropriate products and services to meet member needs; and migrating members to agreed upon alternative banking solutions.

The position oversees the cross-selling efforts of the Branch MSRs by ensuring that they have in-depth knowledge of all Tower consumer loan, mortgage products, and savings products, services, regulations and procedures.

The Senior Branch MSR assists the Branch Manager in coaching and training MSRs so that timely, efficient service is provided to members.

Reinforces Tower and branch security procedures with MSRs to support risk management and ensure safety and soundness of the credit union.

• The Branch MSR requires analytical skills to read and evaluate credit reports, Verafin reports, and Deluxe Detect reports;
• requires advanced human relations skills to coach MSRs to assist them in determining best options for members;

PRINCIPAL ACCOUNTABILITIES AND FUNCTIONS :

1. Reviews 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 in the areas of member identification, elder abuse, membership eligibility, confidentiality, phishing / vishing attempts and overall physical branch security.

Reports any suspicions immediately to appropriate person or department. Ensures attendance at required quarterly branch security training.

Responsible for reviewing branch referral reports and assists with the audting of XA accounts for accuracy.

2. Supports the Branch Manager in directing, prioritizing, and coordinating the daily work activities of branch MSRs. Oversees timely, effective, and excellent service to members by MSRs.

Makes independent decisions that directly effect TFCU (i.e. fraud, loss prevention, service, good will). Acts as Branch Manager when necessary.

3. Provides MSRs with the leadership, guidance, coaching, and training needed to develop their skills; oversees the cross-selling efforts of the MSRs by ensuring that they have in-depth knowledge of all Tower consumer loan, mortgage, and savings products, services, regulations, and procedures.

Resolves sensitive and complex issues or exceptions in an expedient, decisive manner. Provides significant documented input into MSR performance appraisals.

4. Analyzes and evaluates credit reports and Deluxe Detect reports; coaches MSRs to assist them in determining best options for members.

Monitors effective cross selling of products and services to include assessing members profiles for additional cross selling opportunities.

5. Requires the flexibility to work variable hours for various reasons. Includes resolving branch balancing issues, supervising the testing of new releases and being available to provide access to the branch during non-business hours to support Credit Union needs.

6. Provides signature guarantees in compliance with the Medallion Signature Guarantee Program and as regulated by the Securities and Exchange Commission.

7. Acts as supervisor for teller staff when necessary, to include disbursing / receiving cash between vault and tellers, calculating and ordering sufficient change fund (for Branch and ATMs), verifying incoming cash delivery from armored carrier, performing overrides, assisting tellers with problems / balancing issues and ensuring vault / accounting center is in balance.

Performs teller duties as needed and assures the security of cash drawer and negotiable instruments (see Teller job description).

8. Reviews and approves loan applications for MSRs with lower or limited authority. Reviews loans with more complex documentation (i.

e. Airplane, Mobile Home, documented Vessels and loans secured by Stocks and Bonds). Responsible for informing the member of the underwriting decision, including any counter offers, stipulations for loan approval or any suggested alternative loan products.

Processes and disburses loans in accordance with the terms of the loan approval and TFCUs policies and procedures.

9. Provides final review for certificate paperwork and also reviews IRA paperwork for accuracy and completeness prior to it leaving the Branch.

Researches any discrepancies in information, determines the source and takes necessary corrective action.

10. Reviews legal documents such as Power of Attorney, divorce decrees for child support and alimony, lease agreements and income tax returns to determine that they are authentic and valid for the purpose provided.

11. Obtains commission and acts as Notary Public.

12. Responsible for auditing and reviewing daily new account savings / loans reports.

13. Performs related duties as assigned.

REQUIRED QUALIFICATIONS :

Associates degree plus one to two years progressively responsible experience in the finaincial services field.

Demonstrated successful experience in a sales and service environment that included direct experience with new accounts, consumer loans, and knowledge of mortgage products.

Or, an equivalent combination of education and experience.

COMPETENCIES :

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.

Ability to operate Microsoft Office applications (Word, Excel) and perform applications satisfactorily. Ability to operate a PC in an Internet environment and to assist others with such operation.

Ability to operate a 10 key calculator.

Ability to read and interpret member tax and financial documents to support loan decisions.

Ability to read, analyze and interpret procedure manuals (operational or technical).

Ability to write routine reports, internal and external communications and procedural manuals.

Ability to provide explanation or instruction in one-on-one situations either in person or over the telephone, concerning operational and technical issues.

Ability to present ideas and concepts and respond to questions in one on one situations with dealerships, members, employees and external vendors in person or over the phone.

Ability to uncover inaccuracies in loan applications due to misrepresentation, fraud or data entry errors and to address these inaccuracies directly and tactfully with dealership staff for resolution.

Ability to recognize and uncover objections and roadblocks to closing loans and effectively address resolve these issues, resulting in positive relationships and increased business.

Ability to find solutions to approve or counter