Banker/MSA II

St. Mary's Bank•Epping, NH

About The Position

Under the direction of the Member Experience Supervisor/Manager, the Member Service Associate II provides exceptional service to members by building relationships, conducting needs-based conversations, originating and closing consumer loans, and opening and maintaining deposit account relationships. This role is primarily sales-focused and is expected to consistently meet assigned production and relationship goals. The successful candidate brings strong banking and lending experience and can work efficiently and confidently with members from day one. The position serves members by phone, email, and in person; recommends appropriate deposit and lending solutions; opens and services deposit accounts; and originates, processes, and closes consumer loans in accordance with credit union policies and regulatory requirements. The role also processes teller transactions, maintains account relationships, resolves member issues, documents interactions and transactions, and collaborates with colleagues to provide a seamless service and sales experience.

Requirements

High school diploma or equivalent.
At least two years of experience in banking or a financial services environment.
Strong banking and lending experience sufficient to serve members efficiently and confidently from day one.
Demonstrated strong sales performance, including meeting or exceeding goals in deposit growth, lending, and/or product penetration.
Proven ability to build and maintain strong member relationships.
Professional image when interacting with members and the community.
Clear and effective written and verbal communication, including explaining products and processes in member-friendly language.
Strong commitment to exceptional member service and long-term relationship building.
Sales ability, including prospecting, needs-based selling, closing, and cross-selling.
Strong understanding of consumer lending and the end-to-end origination and closing process.
Ability to identify complex issues, think critically, and develop effective member-focused solutions.
High level of accuracy and thoroughness with applications, disclosures, documentation, and account and loan setup.
Ability to manage multiple member appointments, pipelines, and follow-ups while meeting deadlines and service standards.
Ability to collaborate, share information, support branch goals, and occasionally assist with teller or service needs.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) and banking/lending software applications.

Nice To Haves

Associate’s degree or higher.
At least two years of loan origination and closing experience, with a proven record of accuracy and compliance.

Responsibilities

Greet and assist members with inquiries and financial needs by phone, email, and in person.
Conduct needs-based conversations and recommend appropriate deposit and lending solutions.
Open and service consumer deposit accounts within assigned authority, ensuring accuracy, compliance, and a positive member experience.
Originate, process, and close consumer loans, including auto, personal, credit card, and other secured or unsecured lending products, in accordance with credit union policies and regulatory requirements.
Maintain and deepen member relationships by identifying opportunities to add value and offering products and services based on member needs.
Perform account maintenance and servicing on deposit and loan accounts as needed.
Process teller transactions accurately and efficiently.
Meet established sales, lending, and relationship-management standards through onboarding activities, outbound sales calls, and referrals to other business lines.
Identify and resolve member issues promptly and effectively, escalating when necessary.
Maintain accurate records of member interactions, applications, approvals and denials, and transactions.
Collaborate with team members and other departments to ensure a seamless end-to-end member service and sales experience.
Support lobby engagement by assisting members who need account opening, lending, or complex conversations referred by MSA I or other team members.