Member Services Specialist

SchoolsFirst Federal Credit Union•West Covina, CA

1d•Onsite

About The Position

The Member Services Specialist serves as a branch specialist in areas such as real estate, consumer loans, insurance, and/or retirement/investments. This role requires a comprehensive understanding of credit union departments, products, services, policies, and procedures to provide accurate information to Members and prospective Members, and to resolve complex inquiries and disputes. The specialist will schedule and conduct meetings with Members to address their financial needs, acting as a high-level subject matter expert to independently handle inquiries with a focus on first-point-of-contact resolution. Key responsibilities include thorough knowledge of specific financial products (Real Estate, Consumer Loans, Retirement/Investments, Personal Lines/Automobile Insurance), processing financial transactions, identifying Member financial needs through consultative skills, originating new accounts, and making referrals to deepen Member relationships. The specialist also contributes to streamlining operations, assists with projects and reports, and helps train new and existing team members. Maintaining an updated FINRA Form U4 and adhering to all credit union policies, procedures, and regulations are essential.

Requirements

High School Diploma or GED required
5-7 years of previous related experience required
Demonstrated ability to make loan decisions in a high volume environment when applicable.
CSS Certification (depending on specialty and need of branch)
Consumer Lending Authority (depending on specialty and need of branch)
Art of Underwriting (depending on specialty and need of branch)
Intermediate Real Estate training (depending on specialty and need of branch)
Real Estate Certification Program when applicable (depending on specialty and need of branch)
Registered with the Nationwide Mortgage Licensing System and Registry as a mortgage loan originator in accordance with the Secure and Fair Enforcement for Mortgage Licensing Act (the "SAFE Act") when applicable (depending on specialty and need of branch).
FINRA Series 6 or 7, and 63 when applicable (depending on specialty and need of branch).
Personal Lines Broker License required (depending on specialty and need of branch, if specializing in Insurance).

Nice To Haves

Associate's Degree preferred
1-3 years MSR III experience preferred

Responsibilities

Be relied upon as a branch specialist in the area of real estate, consumer loans, insurance and/or retirement/investments.
Maintain a comprehensive knowledge of credit union departments, products, services, policies and procedures to provide accurate information to all Members and prospective Members while negotiating resolution of complex inquiries and disputes.
Schedule and conduct meetings with Members in assigned branch(es) to assist with their real estate, consumer lending, and/or retirement needs.
Serve as the highest level branch specialist and subject matter expert and independently handle routine and more complex Member inquiries with a goal of first-point-of-contact resolution and limited escalation.
Provide Members with assistance and information on Real Estate products and services (if specializing in Real Estate).
Assess Member needs and financial situation in order to recommend the best loan product, complete application and refer applicants as necessary to Real Estate (if specializing in Real Estate).
Analyze Member financial and credit data and provide recommendations on products and services (if specializing in Consumer Loans).
Approve or deny loans within assigned authority level when applicable (if specializing in Consumer Loans).
Serve as the department primary resource for 403, 457 and other retirement and Investment products and services (if specializing in Retirement/Investments).
Interview Members to determine and assess their current income, expenses, tax status, financial objectives, risk tolerance, and other information needed to develop a financial plan (if specializing in Retirement/Investments).
Serve as the department primary source for personal lines/automobile insurance (if specializing in Insurance).
Interview Members to determine and assess their risk exposures and recommend coverage limits, complete insurance application and bind coverage as authorized by the insurance carrier (if specializing in Insurance).
Process moderately difficult financial transactions on Member’s accounts.
Resolve Member issues.
Evaluate and identify the Member’s financial needs using consultative service skills.
Originate new accounts or make targeted referrals to internal business partners that result in deeper relationships, high levels of Member satisfaction, and increased growth for the Credit Union.
Provide consultative services to Members regarding credit union products and services by assessing the Member's needs, addressing their concerns and gaining agreement.
Seek to “deepen Member relationships” by asking the right questions, analyzing their financial position in order to determine and recommend the right product fit to expand the number of products and services utilized by existing Members.
Provide suggestions for streamlining department and credit union operations.
Assist with completing projects and reports related to the department.
Perform other related duties as assigned or requested.
Assist the branch with training of new teammembers and cross training of existing teammembers in area of specialty.
Keep up to date with policy/procedure updates.
Maintain an updated and faultless FINRA Form U4 by completing all necessary continuing education training in addition to annual Firm Element Training and annual recertification when applicable.
Maintain a thorough knowledge of Credit Union policy and procedures, as well as state and federal regulations in area of specialty.
Perform other duties as assigned.
Comply with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties.