Sr Br Member Service Rep

Tower Federal Credit Union•Fort Meade, MD

11d

About The Position

The Senior Branch Member Service Representative (Senior Branch MSR) is a lead position supporting the Branch Manager in directing, prioritizing, overseeing, and coordinating the daily work of Branch Member Service Representatives. The position represents the credit union to members, provides high-level service, identifies relationship opportunities, matches products and services to members’ needs, and helps members transition to alternative banking solutions. The Senior Branch MSR oversees MSR cross-selling efforts and helps ensure staff have in-depth knowledge of Tower consumer loans, mortgage and savings products, services, regulations, and procedures. The role supports MSR coaching and training, reinforces security procedures, and contributes to risk management and the credit union’s safety and soundness. It requires analytical skills to review credit and detection reports and strong interpersonal skills to coach MSRs in identifying suitable options for members. The position also supports branch operations, including teller supervision when needed, loan review and processing, account and paperwork audits, member issue resolution, and acting as Branch Manager when necessary. The role requires flexibility to work variable hours, including outside normal business hours when branch or credit union needs require it. TFO clearance is required.

Requirements

Associate degree plus one to two years of progressively responsible experience in financial services, or an equivalent combination of education and experience.
Successful experience in a sales and service environment, including direct experience with new accounts and consumer loans and knowledge of mortgage products.
Ability to apply fractions, percentages, proportions, rates, and ratios to practical situations; reconcile and balance transaction records.
Ability to use Microsoft Office applications, including Word and Excel; operate a PC in an internet environment and assist others with its operation; and operate a 10-key calculator.
Ability to read and interpret member tax and financial documents, procedure manuals, and technical or operational instructions.
Ability to write reports, communications, procedural materials, and clear, complete correspondence to members.
Ability to explain operational and technical matters and present ideas in one-on-one interactions with members, employees, dealerships, and vendors, in person or by telephone.
Ability to detect inaccuracies in loan applications arising from misrepresentation, fraud, or data-entry errors and tactfully address them with dealership staff.
Ability to identify and address objections and barriers to closing loans, find approval or counteroffer solutions for members with good credit histories, and provide constructive feedback on loan applications.
Ability to define problems, collect data, establish facts, draw valid conclusions, solve complex problems, and focus on accuracy and detail.
Ability to prioritize diverse assignments, meet deadlines, and manage multiple tasks in a high-stress loan environment with accuracy and attention to detail.
Ability to determine needs, serve others, sell appropriate solutions, persuade others to consider alternatives, and respond effectively to sensitive inquiries and complaints.
Ability to maintain sensitive and confidential information and work effectively with colleagues and management.
Knowledge of and adherence to credit union policies and procedures and regulations related to the Bank Secrecy Act, USA PATRIOT Act, and OFAC.
Ability to sit, stand, and walk for extended periods; sufficient dexterity and vision to operate office equipment; and ability to lift coin bags weighing up to 50 pounds, with or without assistance.
Ability to work hours that may extend beyond the defined work schedule when operating conditions require.
TFO clearance required.

Responsibilities

Review Tower and branch security procedures with MSRs, promote awareness of security risks, report suspicions promptly, ensure attendance at required quarterly security training, review branch referral reports, and assist with auditing XA accounts for accuracy.
Support the Branch Manager in directing, prioritizing, and coordinating MSRs’ daily work and oversee timely, effective service to members.
Make independent decisions affecting the credit union, including decisions involving fraud, loss prevention, service, and goodwill; act as Branch Manager when necessary.
Provide MSRs with leadership, guidance, coaching, and training; oversee cross-selling efforts and ensure knowledge of Tower products, services, regulations, and procedures.
Resolve sensitive, complex issues and exceptions promptly and decisively, and provide documented input into MSR performance appraisals.
Analyze and evaluate credit reports and Deluxe Detect reports; coach MSRs on member options and monitor cross-selling opportunities based on member profiles.
Work variable hours as needed, including resolving branch balancing issues, supervising new-release testing, and providing branch access outside business hours.
Provide signature guarantees in accordance with the Medallion Signature Guarantee Program and applicable Securities and Exchange Commission regulations.
Supervise teller staff when necessary, including cash transfers between vault and tellers, ordering change funds, verifying armored-carrier cash deliveries, performing overrides, assisting with teller issues, ensuring balances, and securing cash and negotiable instruments.
Perform teller duties as needed.
Review and approve loan applications for MSRs with lower or limited authority; review loans with complex documentation; communicate underwriting decisions, counteroffers, stipulations, or alternative loan products to members; and process and disburse approved loans according to terms and policy.
Conduct final reviews of certificate paperwork and review IRA paperwork for accuracy and completeness before it leaves the branch; research discrepancies and take corrective action.
Review legal and financial documents, including powers of attorney, divorce decrees, lease agreements, and income tax returns, to assess authenticity and validity for their intended purpose.
Obtain a commission and serve as a Notary Public.
Audit and review daily new-account savings and loan reports.
Perform related duties as assigned.