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Member Services Representative

Company: Launch Credit Union
Location: Palm Bay
Posted on: March 17, 2023

Job Description:

Member Services Representative




Branch Operations

Position Type

Regular Full-Time


US-FL-Palm Bay

Position Summary

The Member Services Representative (MSR) provides support and service to the members of the credit union by meeting their financial needs. The incumbent delivers high-quality member service, listens to members' requests, and offers appropriate solutions. The MSR interacts with members face-to-face in a fast-paced environment. The incumbent processes various member requests such as opening and closing accounts, updating existing account information, taking consumer and real estate loan applications, and problem solving.

Primary Responsibilities

Identifies member needs and recommends appropriate products and services to members using credit reports and member information. Offers debt protection products (e.g., GAP Insurance, Credit Life and Disability, etc.) to members. Meets production expectations.

  • Conducts consumer loan interviews and sends application to loan underwriting for review and approval. Follows-up to determine the status of the loan. Disburses loan proceeds to the member.
  • Ensures member meets credit union membership eligibility requirements.
  • Assists members with various services, to include opening and closings accounts (personal and business), updates to existing accounts, safe deposit boxes, plastic cards, disputes/fraud, stop payment orders, wire transfers, etc. Places outbound calls to members for the purpose of relationship deepening.
  • Assists members with credit union Digital Services products and services including troubleshooting issues.
  • Ensures documents are completed accurately and saved to the credit union's optical system.
  • Resolves member issues promptly and professionally.
  • Maintains the highest level of confidentiality with all information obtained.
  • Monitors the member-tracking system and assists members in timely manner.
  • Follows and ensures compliance with all operational procedures that are required to maintain accuracy, manage risk, prevent fraud, and protect members.

    Other Responsibilities

  • Maintains a professional and courteous attitude with all people, including fellow employees, members, management staff, board members and vendors.
  • Develops, maintains, and demonstrates a working knowledge of credit union loan and member service standards, policies, procedures, and applicable state and federal regulations.
  • May notarize documents for members.
  • May assist with branch audits.
  • Participates in community and marketing events.
  • Refers members to Investment Services partner as needed.
  • Follows and complies with all Launch policies and procedures.
  • Completes compliance training assignments in a timely manner.
  • Attends meetings and training sessions as required.
  • Performs other duties as assigned.

    Supervisory Responsibilities


    Education, Experience, and Skills Required

    Note: Internal applicants must have demonstrated equivalent experience; as such, any internal Teller selected will be subject to a transitionary period as a Hybrid to ensure they are able to successfully meet expectations of the role. Provided that the employee demonstrates acceptable performance as a Hybrid, at the completion of the 6-months they will assume the role of the MSR for which they applied to.

  • Minimum of three years of customer service experience supporting customers in an organization that provides sophisticated or technical products and services, preferably in a credit union or bank.
  • Minimum of one year experience in identifying customer needs and offering technical and sophisticated products/services to meet those needs. Experience must include working in a production driven environment subject to individual performance/production goals.
  • A high school education or GED.
  • Ability to obtain a NMLS (Nationwide Mortgage Licensing System & Registry) license is required.
  • Displays courtesy, tact, and diplomacy during personal contact with others inside and/or outside of the organization for purposes of giving or obtaining information. Strong written and interpersonal skills.
  • Must have excellent communication skills. Ability to build rapport and establish trust and confidence with members.
  • Detail oriented, organized, accurate, able to work under pressure, ability to adapt to change, and problem-solving skills. Good judgment and decision-making skills.
  • Must be knowledgeable or ability to quickly learn credit union products, services, policies, and procedures, including the various types of loan products and electronic services. Ability to learn and understand the documentation that is required for each loan and how to read a credit report.
  • Must be knowledgeable or ability to quickly learn the applicable regulations (i.e., Reg B, D, Z, CC, BSA, TISA, etc.).
  • Must be proficient with the use of computers. Ability to quickly learn software applications, multiple programs, and systems.

Keywords: Launch Credit Union, Palm Bay , Member Services Representative, Sales , Palm Bay, Florida

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