Member Service Officer - Summit Credit Union
Oxford, NC 27565
About the Job
Summary:
This position is primarily responsible for promoting Summit Credit Union in an effort to generate both the opening of new accounts and loans. This position will also be responsible for assisting members accurately and quickly with questions, resolving issues in person or via telephone, assist branch and staff when manager is not present and to provide the best possible product and service to members by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Core duties and responsibilities include the following. Other duties may be assigned.
- Assumes responsibility as a loan officer.
- Takes loan applications.
- Cross sells and reviews credit reports to utilize “Selling is Telling.”
- Performs calculations for debt calculations, payments and affordability.
- Makes decisions or underwrites using clearly defined guidelines.
- Closes loans.
- Achieves and maintains monthly loan protection goals.
- Completes adverse actions when appropriate.
- Educates members about credit reports.
- Opens accounts and explains accounts using clearly defined guidelines.
- Orders checks and Visa debit cards or produces in branch as needed.
- Opens Individual Retirement Account and is able to perform simple Individual Retirement Account (IRA) transactions and products to strengthen member relations with Summit Credit Union achieving and maintaining the minimum monthly referral goals.
- Researches and follows up on all issues as necessary.
- Provides guidance to co-workers.
- Assists the call centers and oversees member service responsibilities.
- Logs into call centers regularly to minimize the wait queue during peak need and reaches goals as set forth by management.
- Maintains positive, friendly attitude while controlling the conversation.
- Provides accurate information to both members and teammates.
- Makes recommendations for the staff intranet to remain current and up to date on communications, policy and procedures, and guidelines.
- Encourages staff to study and be able to easily access the intranet to quickly assist members and teammates alike.
- Assists with special projects as requested.
- Identifies member's financial needs and offers products and services that meet such needs, utilizing the “Selling is Telling” philosophy.
- Ability to assist members with Home Banking and Mobile 24.
- Processes loan applications, inputs data, reviews loan policies, and options with members, prepares supporting loan documentation, submits to a loan officer for approval or denial, and prepares loan documents for signatures and disbursement ensuring accuracy and completeness of loan, and processes denials as necessary.
- Assists with routine audits and preparation of month-end reporting.
- Performs routine member transactions, phone and mail transactions.
- Opens new accounts, certificates of deposit, Cash Management Accounts, IRA’s, Club accounts, completes necessary paper work for ACH and payroll deductions, obtains notary, inputs HELOC applications, and cross sells products and services to meet the financial needs of members.
- Achieves established sales and service goals.
- Ensures members receive friendly, accurate, and timely assistance.
- Promotes company products and services to all members, in order to provide exceptional member service.
- Assists members with their financial transactions, opens and closes accounts, processes loans, and problems resolution.
- Interviews and corresponds with loan applicants, prepares and processes documents and ensures compliance with credit union policies and procedures.
- Processes Wires and any other member requests.
- Completes and/or assists with SARs and CTRs as necessary.
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
Intellectual:
- Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
- Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
Interpersonal:
- Member Service - Manages difficult or emotional member situations; responds promptly to member needs; solicits member feedback to improve service; responds to requests for service and assistance; meets commitments.
- Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Organization:
- Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
Self-management:
- Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
- Safety And Security - Observes safety and security procedures; reports potentially unsafe conditions.
- Attendance/Punctuality - Consistently at work and on time; ensures work responsibilities are covered when absent.
- Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of members or employees of organization.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
COMPUTER SKILLS:
To perform this job successfully, an individual should have knowledge of: Database Software (Access); Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (Outlook); and Lending Platform.
CERTIFICATES, LICENSES, REGISTRATIONS:
- Valid driver license and acceptable motor vehicle record.
- Successfully register for Secure and Fair Enforcement for Mortgage Licensing (SAFE) Act to get NMLS Identification Number.
- Notary certification.
- NIPR Insurance Licensing in NC
OTHER SKILLS AND ABILITIES:
- Excellent communication and interpersonal skills with the ability to gain the trust of members.
- Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
- Friendly, courteous, service-oriented, professional, outgoing, and member service oriented.
- Remain calm and professional in stressful situations.
- Must be able to work independently and productively with minimum supervision.
- Recognize problems, identify possible causes and resolve routine problems.
- Team player with a "can do" attitude that can work in a fast-paced environment.
- Ability to establish and maintain professional atmosphere for employees, clients and members.
OTHER QUALIFICATIONS:
- Able to work a flexible schedule to include various nights, weekends and holidays.
- May require some travel on an as needed basis.
- Must have mastered understanding of teller transactions and member service representative duties.
- At least one year of experience in a lending department or branch office of a credit union or financial institution
- Thorough knowledge of all credit union’s products and services.
- Excellent working knowledge of all lending products and deposit services.
- Ability to analyze and identify member’s questions/problems and offer/cross-sell a product or service that would meet the members financial needs.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl.
The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
NOTE:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Employee Statement of Understanding
I have read and understand the job description for my position. I understand that my supervisor may assign additional projects and/or responsibilities not covered in the description.
I am able to perform all of the essential functions of this position.
________________________________ ________
Employee Signature Date
About Summit Credit Union:
Who We AreSummit Credit Union is a not-for-profit, full service, financial cooperative, established in 1935, serving over 300 employers with roughly 37,000 members in North Carolina.We want enthusiastic people who believe in great service, doing what's right, and having fun! Our culture inspires innovation, hard work, collaborative working relationships, and the ability to make an impact in a fast-paced and dynamic environment. Join an award-winning team committed to making a difference in people's financial lives and in the community! Our recent accolades: • Triad Business Journal 2020 Best Places to Work Finalist • Greensboro News & Record Readers' Choice “Best Credit Union in 2020”• Greensboro News & Record Readers' Choice “Best Credit Union in 2021”We’re more than just a paycheck - we offer a full-range of benefits to our employees, including, but not limited to:• Medical, Dental and Vision Insurance• No-Cost Short and Long-Term Disability • Complimentary Life Insurance • Paid Time Off and 11 Annual Holidays • Retirement Planning including a pension plan and 401k Program• Tuition Assistance• Employee Well-Being Assistance Program Summit Credit Union is an Equal Opportunity Employer.
Source : Summit Credit Union
