Member Services Representative – Lending & Member Solutions

Financial Staffing Resources, Ltd.•Irving, TX

3d•$23 - $24

About The Position

This position answers incoming calls from members to take orders, answer inquiries and questions, handle complaints, troubleshoot problems, provide information, and most importantly cross-sell credit union products and services, especially lending products. This position backs up the teller line as needed where they are responsible for providing a variety of paying and receiving functions, including processing deposits, withdrawals, loan payments, cashier's checks, money orders, and cash advances. Balances each day's transactions and verifies cash totals. Performs specific assigned side jobs and assists, other tellers, with a variety of duties as required.

Requirements

A high school education or equivalent
Six months to two years of similar or related experience in a financial institution.
Knowledge of Teller policies and procedures.
Basic understanding of Credit Union operations.
Good understanding of financial services and products provided.
Knowledge of Credit Union loan services, policies, and procedures.
Understanding of related legal and regulatory standards, and required loan documentation.
Knowledge of consumer lending practices

Responsibilities

Responds to member inquiries both telephonically and via email in a professional and friendly manner at all times.
Resolves member complaints in a timely manner.
Routes calls to appropriate personnel and follows up on member calls when necessary.
Identifies cross-selling opportunities both by telephone and with required marketing call logs that are assigned.
Monitors incoming calls for backup support and actively stays in the queue when scheduled.
Participates in sales development activities, which could be outside normal working hours.
Interviews member loan applicants to develop information concerning their loan needs, earnings, and financial condition.
Prepares and/or reviews all loan documents for completeness and accuracy.
Review the terms and conditions with the member.
Explains loan options to members.
Seeks authority from the Lending Support and/or Members Solutions(Collections) departments to make changes in loan terms, waivers of payments, due date change, etc.
Assists members with opening and closing accounts, answers questions about products and services and resolves problems that are within their authority to resolve.
Refers problems that are beyond their authority to their manager(s), along with their recommendations.
Backs up teller line as needed - Receives and processes member financial transactions, including deposits, withdrawals, and loan payments; sells money orders and cashier's checks to members; transfers amounts from member accounts as directed.
Balances cash drawer and daily transactions.
Submits checks for electronic clearing.
Welcomes members and provides routine information concerning services and directs members to appropriate department for specific information and service.
Ensures compliance with terms and conditions on current loans and accounts.
Keeps compliant and informed of current trends and laws on lending, consumer credit, and various accounts.