Banker/MSA II

St. Mary's Bank•Milford, NH

About The Position

Under the direction of the Member Experience Supervisor/Manager, the Member Service Associate II provides exceptional service by building member relationships, conducting needs-based conversations, originating and closing consumer loans, and opening and maintaining deposit account relationships. The 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. It also includes account maintenance, teller transactions, onboarding activities, outbound sales calls, referrals, issue resolution, accurate recordkeeping, collaboration with other teams, and lobby engagement for members needing account opening, lending, or more complex assistance.

Requirements

High school diploma or equivalent.
At least two years of experience in banking or a financial services environment.
Strong sales performance, including meeting or exceeding goals in deposit growth, lending, and/or product penetration.
Ability to build and maintain strong member relationships.
Ability to present a professional image to members and the community.
Clear written and verbal communication skills, including the ability to explain products and processes in member-friendly language.
Strong member-service commitment and relationship-building skills.
Sales skills including prospecting, needs-based selling, closing, and cross-selling.
Strong understanding of consumer lending and the end-to-end loan origination and closing process.
Problem-solving skills, including the ability to address complex issues and develop member-focused solutions.
High level of accuracy and thoroughness with applications, disclosures, documentation, and account and loan setup.
Ability to manage multiple appointments, pipelines, and follow-ups while meeting deadlines and service standards.
Ability to collaborate, share information, and support branch goals, including occasional assistance with teller or service needs.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) and banking and lending software applications.
Ability to remain seated or standing for extended periods while performing job tasks.
Ability to occasionally lift and carry materials weighing up to 30 pounds.
Frequent use of hands and fingers to operate office equipment, including computers, phones, and keyboards.

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 to understand member goals and recommend suitable 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 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 maintenance and servicing on deposit and loan accounts as needed.
Process teller transactions accurately and efficiently.
Meet established sales, lending, and member relationship 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.
Work with team members and other departments to provide a seamless 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.