Sr Br Member Service Rep

Tower•Fort Meade, MD

11d

About The Position

The Senior Branch Member Service Representative is a lead position supporting the Branch Manager in directing, prioritizing, overseeing, and coordinating the daily work of Branch Member Service Representatives (MSRs). The role represents the credit union to members, delivers high-level service, identifies relationship opportunities, matches products and services to member needs, and helps members use appropriate alternative banking solutions. It oversees MSR cross-selling efforts and helps ensure staff have in-depth knowledge of Tower consumer loan, mortgage, and savings products, services, regulations, and procedures. The Senior Branch MSR coaches and trains MSRs, supports timely and effective member service, reinforces security procedures, and contributes to risk management and the credit union’s safety and soundness. The role analyzes credit and fraud-related reports, assists with loan decisions and complex member issues, performs branch and account reviews, and may act as Branch Manager or teller supervisor when needed. It may require variable hours, including work beyond the defined schedule and access to the branch outside business hours to support credit union needs.

Requirements

Associate degree plus one to two years of progressively responsible experience in financial services, or an equivalent combination of education and experience.
Demonstrated 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; reconcile and balance transaction records.
Ability to operate Microsoft Office applications, including Word and Excel, use a PC in an Internet environment, assist others with its use, and operate a 10-key calculator.
Ability to read and interpret member tax and financial documents, operational or technical procedure manuals, and technical instructions.
Ability to write routine reports, communications, procedural manuals, and clear, concise correspondence to members.
Ability to explain operational and technical issues and present ideas in one-on-one interactions with members, employees, dealerships, and external vendors.
Ability to identify inaccuracies in loan applications caused by misrepresentation, fraud, or data-entry errors and address them tactfully with dealership staff.
Ability to identify and resolve objections or obstacles to loan closings, find solutions for approving or countering applications, and maintain positive relationships.
Ability to define problems, collect data, establish facts, draw valid conclusions, and solve problems involving multiple variables.
Strong attention to detail and accuracy, including verifying numbers and text, prioritizing assignments, and meeting deadlines.
Ability to handle multiple tasks in a high-stress loan environment.
Ability to determine others’ needs, provide service, respond effectively to sensitive inquiries and complaints, and maintain confidential information.
Ability to provide constructive feedback on loan applications, sell appropriate solutions, and persuade others to consider alternatives.
Ability to work well 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 and demonstrate sufficient dexterity and vision to operate office equipment.
Ability to lift coin bags weighing up to 50 pounds, with or without assistance.
Ability to work the hours needed, which may extend beyond the defined work schedule when operating conditions dictate.
TFO clearance required.

Responsibilities

Review Tower Federal Credit Union and branch security procedures with MSRs, promote awareness of security risks, report suspicions promptly, and ensure attendance at required quarterly security training.
Review branch referral reports and assist with auditing new-account (XA) accounts for accuracy.
Support the Branch Manager in directing, prioritizing, and coordinating the daily activities of branch MSRs.
Oversee the delivery of timely, effective, and excellent member service and make independent decisions affecting the credit union.
Act as Branch Manager when necessary.
Provide leadership, guidance, coaching, and training to MSRs; oversee their cross-selling efforts and product knowledge.
Resolve sensitive, complex, or exceptional issues in an expedient and decisive manner.
Provide documented input into MSR performance appraisals.
Analyze and evaluate credit reports and Deluxe Detect reports, and coach MSRs on suitable options for members.
Monitor cross-selling by assessing member profiles for additional product and service opportunities.
Work variable hours as needed, including resolving branch balancing issues, supervising testing of new releases, 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 handling cash between the vault and tellers, calculating and ordering change funds, verifying armored-carrier cash deliveries, performing overrides, assisting with balancing issues, and ensuring the vault/accounting center is balanced.
Perform teller duties as needed and safeguard cash drawers and negotiable instruments.
Review and approve loan applications for MSRs with lower or limited authority, including loans with complex documentation.
Inform members of underwriting decisions, counteroffers, approval stipulations, or alternative loan products.
Process and disburse loans according to approval terms and credit union policies and procedures.
Conduct final reviews of certificate paperwork and review IRA paperwork for accuracy and completeness.
Research discrepancies, identify their source, and take corrective action.
Review legal and financial documents, including powers of attorney, divorce decrees, lease agreements, and tax returns, for authenticity and validity.
Obtain a commission and act as a Notary Public.
Audit and review daily new-account savings and loan reports.
Perform related duties as assigned.