Senior Member Service Representative

Full Time (40 Hours)

Monday - Saturday (Varies)

Water Street

303 S. Water Street, Suite 100

Henderson, NV 89015

PURPOSE :

The primary purpose of this position is to assist Silver State Schools Credit Union to

live out its Mission, "Excellent Member Service and Financial Solutions - For Life," by providing outstanding service to both members and internal members.

A key component of this service is to identify member needs and provide appropriate credit union product solutions.

• To deliver service in alignment with our Service Commitments
• I will earn respect and build trust by acting with integrity in every situation.
• I will understand my role in supporting the team to achieve our purpose.
• I will focus on people over products and build lasting relationships.
• I will take ownership and accept responsibility.
• I will treat my coworkers with the same high standards as I treat my member.
• I will continuously look for ways to improve myself, my credit union, and my community.
• I will accept there is no "they". We are one working toward the same mission.
• I will commit to the core values.
• Possess adequate product knowledge as measured by the annual product knowledge certification assessment.
• Meet or exceed established sales and service goals.

SUMMARY :

Responsible for building relationships with our credit union members. Must be able to present credit union products and services that match the member needs.

Assist members in resolving account and / or loan related problems.

Build member relationships through proactively identifying additional products and services that will aid the member in achieving their financial goals.

Communicate effectively with prospective and current members and to represent the credit union in a positive and professional manner.

Provide highest level of caring, personalized service and quality products, while staying abreast of members' needs and expectations.

Within written authorities and in accordance with sound underwriting practices as set forth in policy / procedure manuals, this position examines, evaluates, inputs data, and assists with qualifying the borrower / member application request for secured / unsecured fixed rate loans or open-end lines of credit.

All new account and / or loan applications, and any services or products requested by a member are expected to be facilitated including proper communication and documentation within the required service standard levels set forth by the institution.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

In accordance with prescribed methods and operating policies and established practice, the Senior Member Service Representative :

• Professionally greets and interviews members and potential members to determine financial needs. Suggests and explains appropriate deposits, lending, and investment products.
• Contributes to the credit union's strategic focus on loan & member growth and member service.
• Ability to organize and prioritize work to ensure timely and accurate opening, processing, funding of all accounts (accounts and loans).
• Processes and opens new accounts and additional services while meeting cross-sell performance standards.
• Uncovers opportunities to refer business to other lines of business partners within the credit union such as mortgage solutions, member business solutions, or investment solutions.
• Responsible for accurately completing all Safe Deposit Box services.
• May Process a variety of financial transactions for members including issuing checks, processing deposits and withdrawals from accounts, filing insurance claims, issues certificates, drafts, and other negotiable instruments.
• Identify cross-sell opportunities to enhance relationship with member and provide enhanced services to members by maintaining expert level of knowledge of Credit Union features and benefits, products, and services.

This position models a retail type sales and service environment.

• Take ownership of all member requests or complaints with minimal need to refer to another department within the Credit Union.
• Responds and researches member inquiries regarding the operation of accounts, access to services, resolving account discrepancies, balancing, and reconciling, adding or reducing service features on various accounts, and assisting members to make the most effective use of Credit Union's automated services.
• Analyze completed loan applications and supporting documentation submitted by the borrower. Analyzes the applicant's financial status, credit history, and collateral, when applicable, to determine feasibility of qualifying the requested loan.
• Provides counseling to applicants, members, and dealers regarding loan decisions and applicable policies and procedures.

Ensures that the policies and procedures are adhered to within established guidelines. Acts as a liaison between members and dealers to generate quality loans that are within established guidelines.

• Responsible for accurately completing and reviewing all loan applications, gathering supporting documentation, analyzing applicant's financial status and credit worthiness, and valuing the collateral prior to submitting applications to Consumer Lending for a credit decision.
• Looks for ways to qualify the loan request by gathering additional information when needed, presenting counteroffers when applicable, and suggesting cross-sell opportunities to the borrower.
• Completes each applicable task, stipulation, or condition within lending platform as applicable.
• Ensures all executed documentation and packets (includes all forms for new accounts and loans) are complete, accurate and archived according to policy requirements and compliance regulations.
• Responsible for complete and accurate analysis and input of income verifications, title reports, and collateral appraisals, when needed.
• Describes and recommends suitable insurance products and ancillary products.
• Responsible for efficiently and accurately communicating all credit decisions to applicants in a timely manner.
• Outbound calling may be required for campaigns, promotions, and pre-approved offers.
• Explains the features and benefits of all credit union electronic services. Included but not limited to the following : (Debit Card, Mobile Banking, Online Bill Pay, Online Banking, Direct Deposit, ACH Debit / Credit, and Payroll Deduction)
• Assist with auditing (cash balancing, atm balancing, instant issue cards etc.)
• Follow established credit union policies and procedures, government rules and regulations, and visitor and security guidelines.
• Responsible for training Member Service Representatives (I's and II's) in all subject matter pertaining to the input of loan applications and new accounts, lending regulations and the credit union's lending policies, operating guidelines, or operating procedures.
• Responsible for training Member Service Representatives (I's and II's) on all SSSCU products and services.
• Assists with coaching, counseling, and mentoring of the Member Service Representatives (I's and II's) for member service, goal attainment and operational performance.
• Assists with auditing all new account and loan packets. This includes monitoring processes to ensure service levels are adhered to.
• Perform all required functions with accuracy, efficiency, dependability, and within the Credit Union's standard of conduct.
• May perform Assistant Manager and Branch Manager duties in their absence.
• Competent and confident in the sales environment.
• Cooperative and positive attitude toward members, potential members, and credit union team.
• Maintain a professional appearance and demeanor.
• Understand the importance of "first responders" tile in the overall image and service satisfaction of members, and continuously works to maintain a high satisfaction standard.
• Performs other duties as assigned.

EDUCATION and / or EXPERIENCE :

High school diploma or general education degree (GED) Associate's degree (A. A.) preferred or equivalent from two year college or technical school;

and a minimum of 3-5 years banking or credit union experience and / or training; or equivalent combination of education and related experience.

Thorough knowledge of credit union's computer system for performing basic input / output tasks including Word and Excel desired

ONLY FULLY COMPLETED APPLICATIONS WILL BE CONSIDERED*

SEE RESUME ON APPLICATIONS WILL NOT BE CONSIDERED

DRUG-FREE WORKPLACE

Last updated : 2024-05-09