Member Service Specialist

Fort Liberty Federal Credit Union•Fayetteville, NC

2d•Hybrid

About The Position

Conducts in-depth interviews with all levels of present and potential members in regard to the savings, investment and loan products along with other account services offered by the Credit Union. When assigned to the Call Center, performs job duties utilizing the telephone to serve members in both the membership and lending areas and answers inquiries and other telephone requests. Must be able to work in a fast-paced environment and work flexible hours.

Requirements

High School Diploma.
May be required to be NMLS registered and if so, must be able to meet the qualifications necessary to be registered with the NMLS under the provisions set forth by the S.A.F.E. Act. (including background screening and fingerprinting)
On an annual basis is required to complete mandatory Bank Secrecy Act, OFAC and Red Flag Identity Theft training.
1-3 years lending or credit union member service experience.
Courtesy, tact and diplomacy are essential elements of the job.
Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
Must have the ability to communicate effectively with members, either by telephone or in person and must project a positive, professional and cooperative approach when interacting with members.
A strong working knowledge of all Credit Union products and services as well as adhering to credit union policies and procedures.
Must possess a general knowledge of the laws and regulations pertaining to the acquisition and granting of loan products.
In addition, must be knowledgeable regarding loan guidelines, procedures, and policies ensuring that the applicants are eligible for the loans requested and the documentation requirements are complete.
Must be willing to “reach out” and call members to solicit new accounts and loan business.
May be assigned and must be willing to work at any branch location including One Stop/Personnel Services Center at Fort Bragg.
Ability to work with a variety of software applications.

Nice To Haves

Specifications may be waived at the discretion of Credit Union Management.

Responsibilities

Interviews members and potential members regarding all Credit Union products and services, member eligibility, benefits and responsibilities.
Provides information on deposit and loan products and matches product solutions to meet member needs.
Originates and closes loan applications with Loan Officer Approval.
Explains the terms and conditions of deposit and loan products to the applicant(s), obtaining all applicable signatures on all required documents.
Verifies that loan disclosures are correct and all pertinent paperwork is in place and properly executed before disbursing funds to the member and/or on behalf of the member.
Is required to be completely familiar with and maintain detailed knowledge of the policies, products and services offered by the Credit Union.
Responsible for cash and checks received, ensuring accountability for posting, balancing and preparation of items for deposit to the vault clearing.
Responsible for reporting any and all outages to the supervisor.
Interviews, determines eligibility and assists members in regards to share and share draft information, Term Share, IRA, and Utility Deposit Waiver Program information and applications.
Uses judgment in making procedural changes relating to member’s accounts.
Must have a working knowledge of the overall Credit Union operations including computer system and usage.
Participates in meeting the goals and objectives set by the Board of Directors annually as well as meeting departmental goals.
Responsible for inputting IRA documents in Ascensus IRA direct system for pending approval and scanning documents in Laserfische.
Assists members in the reconciliation of their accounts, issues stop payment notices, and other exception items.
Monitors overdraft reports and determines if overdrawn accounts can be collected.
Makes necessary transfers from accounts.
Performs monetary transactions both internally from account to account and from institution to institution.
Maintains proper security over applications being processed and funds being disbursed.
Loan documents must be scanned into Laserfiche within one week from closing.
Trains other personnel in the department to complete the same assigned tasks.
Answers calls on the ACD phone line.
Trains new employees and those promoted to level II in job requirements, functions and duties.
Verifies monthly IRA distribution and contribution reports.
Must be able to cross-sell all CU products and services to members in order to increase overall product penetration.
On an as-needed basis, may participate in offsite business functions as a representative of the Credit Union.
Balances and verifies the Trism Machine.
Routinely conducts outbound calls to members and non-members in an effort to acquire new business.
Must comply with the Federal Bank Secrecy Act, Anti-Money Laundering & Customer Identification Policy (BSA), the OFAC Policy and the Identity Theft Policy.
Performs other duties as assigned by management.