MSR/Lender

Role:

Assists members and potential members with account and loan requests and/or inquiries in a friendly, respectful, courteous, and professional manner. Contributes to member satisfaction and retention. Performs routine member monetary transactions.

Essential Functions & Responsibilities:

• Assists members with opening and closing accounts, processes transactions, and addresses and resolves member problems, inquiries, or complaints. Refers problems to supervisor as needed, along with recommendations for resolution.
• Reviews loan applications and analyzes current financial position of members to evaluate needs, recommends loan options, and determines the degree of risk involved in extending credit to applicant. Denies requests or finalizes approved requests per consumer lending policies and underwriting guidelines.
• Identifies and creates opportunities to present other credit union products or services by actively cross-selling and counseling prospects. This includes ancillary loan products, including but not limited to: GAP, vehicle service contracts, life, and disability insurance.
• Protects and verifies the identity of the member. Reviews account information for alerts and irregularities. Makes necessary changes to member account information as needed.
• Demonstrates knowledge, active listening, multiple system adaptability and engagement methods to ensure optimal member experience.
• Performs other job-related duties as assigned.

Knowledge and Skills:

• One year to three years of similar or related experience.
• A high school education or GED.
• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Working knowledge of established teller procedures and policies. Understanding of Credit Union operations. Communicates information and ideas in speaking so others will understand. General office equipment such as calculators, computers, photocopiers, and scanners.