MEMBER EXPERIENCE REP

MOCSE FEDERAL CREDIT UNION•Modesto, CA

1d•Onsite

About The Position

Assist new and existing members with their immediate, short term and long-term financial needs/goals through exceptional service and problem-solving. This position combines all aspects of member services, and account opening functions, as well as actively supporting other member contact departments (Contact Center) to fulfill member needs. Accurately and efficiently process a variety of member service transactions and account maintenance functions. Actively participate in promotions by cross-selling and educating members on Mocse products and services while meeting productivity goals. This position requires a thorough understanding of deposit and lending operations and products to provide exceptional member service in all interactions.

Requirements

High school graduate or equivalent.
Thorough understanding of member services and products provided.
Good understanding of member bookkeeping procedures.
Good understanding of Credit Union operations.
Knowledge of Credit Union loan services, policies, and procedures.
Understanding of related legal and regulatory standards and required loan documentation.
Knowledge of consumer and residential lending practices.
Six months to two years of similar or related experience.
The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust.
Obtaining cooperation (internally and/or externally) is an important part of the job.
Intrinsic empowerment to provide the highest level of service possible that puts members first.
Internally motivated and able to function independently as it relates to product knowledge.
A friendly and energetic disposition is required for success.
Rapport building skills.
Strong oral and written communication skills.
Critical thinking skills.
Sound judgment.
Problem-resolution skills.
Team collaboration skills.
Root cause analysis skills.
Technology friendly.
Community focus.
Professional appearance and attitude.
Ability to deal with a variety of variables under only limited standardization.
Ability to interpret various instructions.
Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio, proportion, and percentage.
Ability to perform very simple algebra.
Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias.
Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar.
Ability to communicate distinctly with appropriate pauses and emphasis; correct punctuation (or sign equivalent), and variation in word order; using present, perfect, and future tenses.

Responsibilities

Facilitate the delivery of efficient, accurate, and professional service of all financial products and services that defines excellent member experience, including accurately processing deposit transactions, creating out-of-the-box solutions for member loan requests, and opening accounts in an accurate and timely manner with accurate and timely documentation.
Present and explain Credit Union services and products to members and assist in meeting their financial needs.
Open and close consumer and business accounts.
Provide member education and identify cross-selling opportunities with an emphasis on strengthening member relationships, actively cross-selling Credit Union products and services.
Assist members with requests, challenges, research, and follow-up on details to resolve matters to the member’s satisfaction, utilizing technology to educate members and prospective members on the benefits of Credit Union membership as well as our lineup of products and services.
Possess the necessary sales skills and positive energy toward the accomplishment of monthly and annual branch activity, member experience, and growth goals to continuously put our members first, requiring effective communication, especially listening skills.
Provide Notary services as needed.
Open, maintain, and close Safe Deposit Boxes.
Assist members with Internet Banking, Mobile Banking, Payment Portal, Zelle Transfers, and Bill Pay questions.
Interview members in person or via phone to gather information for processing Consumer Loan applications.
Evaluate and verify loan applications by using the lending approval process, verifying proof of income, debt ratios, and the value of the collateral.
Present loan requests to Underwriters for approval when necessary.
Obtain loan approval and notify applicants of loan decisions and necessary documentation or stipulations, requesting additional information if required.
Ensure that each loan is promptly and properly prepared, documented, processed, approved, and disbursed.
Assist in servicing loans by processing payoffs, refinances, problem loan workout arrangements, address changes, payment extensions, and payment due date changes.
Assume responsibility for securing collateral required before loan disbursal, providing blue book/NADA values.
Counsel members whose loan requests were denied, explaining reasons and alternatives.
Educate and sell Debt Protection, Guaranteed Auto Protection coverage, and Mechanical Repair Coverage.
Assist members with credit disputes by providing summarized information to Loan Support for processing.
Ensure that lending operations are conducted in accordance with established Credit Union policies and procedures and are legally compliant, ensuring that loan requests are properly documented.
Complete all required meetings/training.
Ensure that the Credit Union's quality and professional reputation are protected and maintained, keeping abreast of industry trends through benchmarking, participation in professional associations, etc. to advise others on strategic technology direction.
Pursue self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and members.
Utilize sound judgment skills to maintain a safe and secure environment, adhering to all operational, regulatory, and security requirements, directives, and procedures while minimizing losses.
Comply with the requirements of the Bank Secrecy Act, The Patriot Act, OFAC, and all credit union policies and procedures relating to or arising from these laws and applicable government regulations.
Maintain good working relationships and coordination with area personnel and management, providing appropriate assistance to area staff as needed.
Keep supervisors appropriately informed of area activities.
Ensure required reports and records are accurate, complete, and timely, with totals balanced and discrepancies promptly resolved.
Analyze and evaluate credit applications and related financial data closely and effectively.
Actively participate in both departmental and organizational team meetings, goals, and tasks.
Support Mocse Credit Union’s Vision and abide by the Code of Conduct.
Cooperate with supervisor in Performance Management process.