Member Relationship Manager - Bypass Branch - Service One Credit Union

TITLE:Member Relationship Manager I

REPORTS TO:Branch Manager

Position Summary

Responsible for all aspects of the Credit Union's lending and new deposit account opening process. Assists members in acquiring loans and opening consumer and business deposit accounts. Provides exceptional member service. Promotes and actively cross-sells Credit Union loan and deposit products and services. Responsible for performing a broad variety of financial services such as opening new accounts and assisting members with any account issues. Actively builds and manages relationships with new, current, and prospective members utilizing available tools and product information. Reviews member information to generate leads to contact and assess members current and upcoming needs. Follows up with and contacts members through various communication channels. Demonstrates teamwork through positive interaction and cooperation with fellow associates, members of management, and other branches and departments. Supports and promotes the Credit Union's Vision, Mission, Culture and Core Values.

Primary Responsibilities

• Responsible for the full loan application process, including reviewing and completing applications, analysis of application data and credit history, as well as collecting and reviewing required documentation for member loan products.
• Evaluates and recommends approval of consumer loans, and credit card applications.
• Reviews applications to determine eligibility for loans and new deposit accounts.
• Recommends deposit account upgrades and add-ons based on members needs.
• Follows up with members utilizing various communication channels.
• Identifies and recommends products that meet member needs.
• Identifies cross-sell opportunities and offers products and services to members based on needs.
• Follows up timely on referrals from the front-line team.
• Responsible for meeting and achieving sales goals for loans, credit cards, and deposits.
• Recommends and offers ancillary products for loans.
• Reviews information on one product accounts and loan pay offs to assess members potential needs.
• Maintains up to date knowledge on all current loan polices and procedures.
• Offers alternative recommendations for non-conforming loans.
• Ensures adherence to all internal policies and procedures, state, and federal regulations.
• Processes, approves, and completes closing of loans within specified limits and refers loan applications outside those limits to management for approval.
• Completes onboarding process for all new members for new accounts and loans.
• Communicates information to the member with checking account opening on signing up for checking account benefits, tools for moving accounts from another FI, ordering checks, and ODP.
• Recommends digital tools and online banking for all new members.
• Maintains proficiency with all digital platforms, tools, and communication channels.
• Maintains proficiency with LOS/DOS platforms.
• Performs such duties as may be required from time to time for the overall management and operation of the Credit Union.

Additional Responsibilities

• Maintains all correspondence and documentation through the consumer loan underwriting and decision process and ensures documentation is archived in the document retention system.
• Opens and closes the branch as needed.
• Maintains knowledge of overall teller functions.
• Enters all resolved member issues into Activity Manager for Member Advocacy Committee tracking; Enters unresolved escalated member issues into Activity Manager for the Member Advocacy Committee to review. Escalates complaints to the MAC Champion as needed.
• Participates in all sales meetings, calls, and training.
• Maintains knowledge of current marketing, advertising, and specials.
• Participates in Credit Union special projects and initiatives.
• Maintains expert knowledge of financial products and services offered by the Credit Union.

Educational/Experience Requirements

• Requires education equivalent to a four-year high school education.
• Customer Service background.
• Two years financial industry customer relationship experience or demonstrated sales experience.

Physical Requirements

The physical demands described here are representative of those that must be met by an associate 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 associate is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and see, talk, or hear. The associate is frequently required to stand and walk. The associate must regularly lift and/or move 20-35 pounds and occasionally lift and/or move up to 80 pounds.

Qualifications

• Demonstrated knowledge of lending and deposit products, compliance, policies, and procedures.
• Strong communication skills; understanding how to tailor product and service solutions to members with differing needs.
• Demonstrated experience of building relationships.
• Demonstrated ability to be personable and have member conversations.
• Must be self-motivated and able to handle confidential information in a professional manner.
• Ability to work various schedules and on Saturdays as required.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.