Member Service Officer I

Erie Federal Credit Union•Erie, PA

About The Position

Serves as a liaison between credit union members and the credit union, providing account information in person and through phone, email, and mail. The role opens new accounts, explains credit union products and services, resolves member issues, handles daily member needs, and performs a variety of transactions. It also facilitates consumer loan applications, approvals, and closings, within established lending policies and authority limits. The officer supports members throughout the lending process by gathering and reviewing application information, evaluating credit and debt details, calculating debt-to-income ratios, determining collateral and payment plans, and explaining loan decisions and terms. The role maintains loan records, disburses loans and related documents, supports cross-selling and sales goals for member protection products, and assists with loan inquiries, payoffs, credit card cash advances, and business-loan referrals. The position also performs member service representative duties and assists with training member service representatives in the branch. The work requires professional interpersonal and sales skills, knowledge of credit union products, policies, and lending regulations, PC proficiency, Office Suite knowledge, and intermediate mathematical skills. High school education and at least two years of experience in the lending or services function of a financial institution are required. The employee must meet the financial responsibility, character, and general fitness standards of the S.A.F.E. Act. Physical requirements include continuous sitting; frequent standing and walking; and occasional crawling, climbing, balancing, driving, lifting or carrying 15–25 pounds, reaching, kneeling, squatting, pushing or pulling, bending, and twisting.

Requirements

High school education.
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, including thorough knowledge of lending-related policies, procedures, products, and services.
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 involving decimals, percentages, and fractions.

Responsibilities

Provide 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.
Quote loan payments using the TIPS steps and discuss Payment Protection.
Pull credit reports, verify debts, estimate payments for outstanding debts not listed, and add them to the debt application.
Calculate debt-to-income ratios and determine collateral needs and payment plans.
Approve or deny loans within authority limits and established lending policy, and refer loans requiring management review.
Explain loan denials and explore options with members; provide appropriate documents for denied loans.
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.
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 lending activity.
Process credit card cash advances and perform payoffs on all consumer loan types.
Research and provide members with vehicle, boat, camper, and other property book values.
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 and comply with federal laws and regulations, including those set forth by the NCUA and other regulatory agencies.
Assist members in person, by phone, and via email with membership matters while serving as a Member Service Representative.
Aid in training Member Service Representatives in the branch.