Member Service Officer

Levo Federal Credit Union•Sioux Falls, SD

10m

About The Position

Member Service Officer 1 (MSO 1) Department: Member Services Reports To: Branch Manager FLSA Exempt: Non-Exempt Date last updated: 04/01/2024 Summary Provide information and support via various means (i.e. phone, internet, email etc.) to lending partners and members regarding the credit union its products and services while ensuring the highest quality service. Examine, evaluate and make decisions on member and non-member loan applications for consumer loans.

Requirements

High school diploma or general education degree (GED); or six to twelve months related experience and/or training; or equivalent combination of education and experience previous financial industry experience preferred.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.
Ability to apply concepts of basic algebra and 10 key.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to research data and make accurate decisions.
To perform this job successfully, an individual should have knowledge of Contact Management systems; Internet software; Microsoft Excel Spreadsheet software and Microsoft Word Processing software.
Must complete ongoing sales & service training.
Must have the ability to make sound, confident decisions.
Must possess proven sales skills.
Must be able to read and understand credit reports.
A MSO1 will be required to complete a pre-determined list of functions and training (see MSO 1 Training Plan in Performance Pro Forms) within 18-24 months of their hire date.
A MSO1 will also be required to shadow and cross train in the service center for at least 80 hours during (or prior to) their training period as well as two hours in both the Accounting and Collections departments.

Nice To Haves

previous financial industry experience preferred.

Responsibilities

Interview and evaluate the needs of members and potential members, identify appropriate member needs and cross-sell financial products that meet those needs.
Serve membership by providing information and account service in a pleasant, professional and efficient manner.
Open/close accounts, process stop payments, order cards, answer questions regarding deposit accounts, loan accounts, plastic cards, remote access etc.
Ensure complete and accurate documentation for loans and new accounts by gathering information and resolving uncertainties through inquiries with creditors, and/or members according to the credit union policy.
Analyze and evaluate applicant’s financial status by reviewing credit information, determining debt to income ratios, estimating payments, determining collateral requirements and establish collateral values, co-signer requirements and membership eligibility as defined by the policy.
Possess general product knowledge relating to mortgage, home equity, and business loans for referral purposes.
Complete outbound calls (2-2-2) to members, partner follow-up and other types of calls as requested by management.
Assist other departments as necessary (i.e. collections, accounting, etc.)
File claims for GAP, GAP Advantage, ADR and Debt Protection.
Be well versed regarding credit union policies and procedures. Advise manager of external factors that may affect policy by suggesting policy modifications.
Cross train other staff, as requested, on duties, functions, and responsibilities to assure proper back up.
Follow proper member identification and security procedures and ensure that member and employee information is kept in the strictest confidence.
Receive and payout money and keep records of money and negotiable instruments involved in financial transaction by performing Member Service Associate duties. See Member Service Associate job description for more information.
Respond to member inquiries and requests regarding financial services and enter them into applicable computer systems and programs.
Approve loans within specified limits OR refer to a manager with recommendations to obtain approval.
Oversee timely loan closing and funding activities.
Provide ongoing relationship servicing with current members to maintain goodwill and gain additional business.
Assist members with problem resolution and account reconciliation.
Responsible for Safe Deposit box transactions
Execute, key, and verify wire transfers.