Member Service Officer I

Erie Federal Credit Union•Fairview, PA

About The Position

The Member Service Officer I serves as a liaison between members and the credit union, providing account information and assisting members with their day-to-day needs by phone, email, mail, and in person. The role opens new accounts, provides information about credit union products and services, resolves member issues, and performs a variety of transaction services. The position facilitates consumer loan applications, approvals, and closings. It gathers and reviews applicant information, assesses credit and debt, calculates debt-to-income ratios, determines collateral and payment plans, makes loan decisions within delegated authority, and refers cases requiring management review. The officer explains loan terms and denials, disburses loans and related documents, maintains loan files, and supports members with existing loan accounts. The role also promotes products and Payment Protection offerings, processes credit card cash advances and consumer loan payoffs, and prepares lending reports. The officer also performs Member Service Representative duties and assists with training MSRs in the branch. The role requires knowledge of credit union lending policies, products, and applicable regulations, as well as professional communication, sales, computer, and intermediate mathematical skills. The position requires a high school education, at least two years of lending or service experience at a financial institution, and satisfaction of the S.A.F.E. Act financial responsibility, character, and general fitness requirements.

Requirements

High school education required.
At least two years of experience in the lending or services function of a financial institution.
Professional, well-developed interpersonal skills for communicating with members, coworkers, and others involved in member service and lending.
Knowledge of credit union policies, procedures, products, and services.
Thorough knowledge of credit union policies, procedures, products, and services related to lending.
Knowledge of laws and regulations governing lending.
Strong sales skills, or willingness to learn sales skills, to meet monthly sales goals for credit union products, services, and Member Protection Products.
Must meet the financial responsibility, character, and general fitness requirements of the Secure and Fair Enforcement for Mortgage Licensing Act (S.A.F.E. Act).
PC proficiency and knowledge of Office Suite.
Intermediate mathematical skills, including calculations and concepts involving decimals, percentages, and fractions.

Responsibilities

Provide members with information about lending products and services by phone, email, mail, and in person.
Assist members with loan applications and ensure application information is complete.
Interview applicants and gather background information.
Use TIPS steps when quoting loan payments to protect loans with Payment Protection.
Pull credit reports, verify debts, estimate monthly payments for unlisted outstanding debts, and add them to debt applications.
Calculate applicants’ debt-to-income ratios.
Determine collateral needs and payment plans for loan applicants.
Approve or deny loans within delegated authority and in accordance with lending policy; refer loans requiring management review.
Explain reasons for loan denials, explore alternatives with members, and provide appropriate denial documents.
Review loan applications and related documents before forwarding them for processing.
Disburse loans and lending documents, and explain and review loan terms, payments, and protection products.
Cross-sell credit union products and services and meet established sales goals for Payment Protection products, including GAP, MBI, Life, Disability, and Unemployment protection.
Maintain loan files and appropriate loan records.
Receive proof of property tax payment and forward it to the lending department.
Prepare special and recurring reports relating to credit union lending activity.
Process credit card cash advances and perform payoffs on all consumer loan types.
Research and provide book-value information for vehicles, boats, campers, and similar property.
Assist members with inquiries about existing loan accounts and services, researching issues and resolving them as needed.
Provide business owners with information about business loans, gather pre-application information, and forward it to the business loan officer.
Maintain current knowledge of credit union policies and procedures, including compliance with NCUA and other regulatory requirements.
Perform Member Service Representative duties, assisting members in person, by phone, and by email with membership matters.
Assist with training Member Service Representatives in the branch.