Financial Service Representative (Loan Officer)

Mountain America Credit Union•Salt Lake City, UT

About The Position

The Financial Service Representative (FSR) I assesses and meets members’ financial needs by assessing, advising, and assisting them. The role provides value through loan servicing transactions and cross-selling products and services to help members achieve their financial goals. The representative is expected to deliver exceptional member service, build membership and account retention, and meet sales and service goals. The position opens and services accounts, explains suitable products and services, provides consultations on financial transaction options and MACU resources, handles member complaints, and follows up with members. It also originates and services loans, including interviewing applicants, reviewing credit reports, preparing loan documents, and conducting closings for home equity, personal, and auto loans. The representative performs teller duties as needed, supports community outreach, may travel to other branches, and must comply with applicable laws, regulations, and credit union policies. The position requires at least one year of retail banking or related sales and customer service experience and a high school diploma or equivalent. Required training includes Mountain America Accounts and Lending, regulatory and compliance training, Notary Public, and NMLS Certification. The employee must be able to qualify annually as a Mortgage Loan Originator under S.A.F.E. Act Registration. A valid driver’s license is required for travel.

Requirements

At least 1 year of retail banking or related sales and customer service experience.
High school diploma or equivalent.
Valid driver’s license for travel.
Complete Mountain America Accounts and Lending training and required regulatory and compliance training.
Complete Notary Public and NMLS Certification requirements.
Qualify annually as a Mortgage Loan Originator under S.A.F.E. Act Registration.
Ability to meet immediate and unexpected member needs by recommending credit union products and services with knowledge and confidence.
Ability to multitask and maintain composure while handling member activities and requests.
Ability to prepare loan documents and cross-sell credit union financial services.
Ability to perform mathematical calculations.
Effective written and verbal communication skills.
Basic computer operating skills.
Thorough knowledge of credit union policies, procedures, and regulations.
Ability to talk, hear, sit, use hands to handle or feel, and reach with hands and arms consistently.
Ability to stand, walk, kneel, and crouch occasionally.
Close vision and distance vision.
Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally.

Nice To Haves

Type a minimum of 35 words per minute.
Symitar experience.
Beginner to intermediate skills in Microsoft Outlook, Word, and Excel.

Responsibilities

Assess member needs and advise members on ways to improve their financial situation.
Open new accounts, service existing accounts, and explain suitable products and services.
Educate members about options for managing financial transactions using MACU tools, resources, and technology, and cross-sell products and services as needs arise.
Work toward member satisfaction, membership growth, account retention, and sales and service goals.
Use lead lists to make outbound calls to existing members about MACU products and services.
Resolve member complaints by identifying causes, providing solutions, expediting corrections or adjustments, and following up to ensure resolution.
Follow up with member interactions using thank-you notes and phone calls through the MACU New Member Onboarding approach.
Originate loans by accepting, reviewing, and approving loan applications.
Interview loan applicants, review credit reports, and cross-sell loans.
Prepare loan documentation, initiate credit reports, and conduct closings for home equity, personal, and auto loans.
Comply with applicable laws and regulations, including Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, and Regulation DD.
Act as a liaison to Business Services.
Conduct community outreach through outbound calls and attendance at SEG events.
Perform teller duties as needed.
Represent the credit union professionally in dress and actions, and keep the work area neat and clean.
Respond to email, voicemail, missed calls, and other communications in a timely manner.
Participate in and complete product knowledge courses.
Travel to other branches when required.
Perform other duties as assigned.