eBranch MSR-Phoenix

First Credit Union AZ; Phoenix (AZ); On-site; USD 40,000 - 58,000; Full time

Benefits offered by this job

Notary Services

Job summary

First Credit Union seeks an eBranch Member Service Representative to serve as the primary contact for members through remote channels—phone, video, and digital platforms. The role handles loan applications, new accounts, and onboarding for indirect channels, ensuring a positive digital banking experience.

The MSR will assist with inquiries, coordinate with solution teams, and uphold regulatory requirements while delivering an exceptional member experience.

Qualifications

• High school diploma or equivalent required.
• At least 1 year related experience or training; or equivalent education/experience.
• Multilingual capabilities (Spanish) are a plus.

Responsibilities

• Handle member calls to assist with loans, accounts, and education on products.
• Conduct video calls to engage members, complete applications, and build relationships.
• Process online new account applications with accuracy and regulatory compliance.
• Manage online loan applications from start to finish including follow-up.
• Coordinate with solution teams and branches for remote funding details.
• Review eligibility for membership and onboarding for indirect channels.
• Cross-sell credit union products based on member needs and goals.
• Maintain knowledge of all products and policies; provide Notary Services as needed.
• Adhere to BSA/OFAC policies and complete training as directed.

Skills

Member service orientation

Strong communication

Attention to detail

Numeric ability

Computer proficiency

Teamwork

Spanish language (basic)

Education

High school diploma or equivalent

1 year related experience or training

Job description

Summary/Objective

The eBranch Member Service Representative serves as a primary point of contact for members through remote channels, including phone, video, and digital platforms. This role is responsible for providing exceptional service and support for members who prefer to conduct their banking virtually. The MSR assists with loan applications, new accounts, existing member inquiries/transactions, and onboarding for members joining through indirect channels, ensuring a seamless and positive digital banking experience.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Handle incoming member calls to assist with loan applications, account inquires, and product education
2. Conduct video calls to engage members, complete applications, and build relationships in a virtual environment
3. Process online new account applications with accuracy, ensuring compliance with credit union policies and regulatory requirements
4. Manage online loan applications from start to finish, including application review, member communication, and follow up.
5. Accurate and timely communication/coordination with solution teams/branches of necessary loan details for remote funding using Synapsys, email, and/or phone.
6. Review eligibility and qualification for membership and prospective members.
7. Work the indirect lending onboarding list to welcome new members, review accounts, cross sell other products and services, and deepen relationships
8. Cross-Sell appropriate credit union products and services based on member needs and financial goals.
9. Deliver an exceptional member experience while meeting performance and quality goals.
10. Good organizational methods and attention to detail to closely monitor through social media or other online platforms.
11. Assist in other areas of the Member Solution Center when needed.
12. Ability to securely send and sign documents electronically.
13. Adapt with new technologies as presented
14. Provide Notary Services in accordance with State laws and credit union policies
15. Maintain an up-to-date and comprehensive knowledge on all credit union products and services.
16. Maintain an up-to-date and comprehensive knowledge on all related policies, procedures, rules and regulations.
17. Presents self in a professional, positive demeanor upholding our FIRST values in with all methods of service and communication (non-verbal, written, voice, face to face)
18. Comply with NMLS registry and training to offer home equity products
19. Ensure compliance with all internal controls and established policies and procedures
20. Complete required training curriculum as identified by management and/or Organizational Development working towards to becoming a universal employee.
21. Comply with the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).

Competencies

1. Superb member service orientation.
2. Strong numeric ability.
3. Accuracy and attention to detail.
4. Computer proficiency.
5. Stress management/composure.
6. Good listening and communication skills.
7. Honesty and integrity.
8. Teamwork.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical presence in the office and/or branch setting is required.

Physical Demands

This position requires manual dexterity, the ability to lift and/or move up to 25 pounds. This position requires bending, stooping or standing as necessary.

Position Type/Expected Hours of Work

Ability to work flexible schedule Monday through Friday, 8:00 a.m. to 6:00 p.m.

Travel

Periodic travel to other FCU locations may be required.

Required Education and Experience

1. High school diploma or equivalent.
2. One year related experience and/or training; or equivalent combination of education and experience.

Preferred Education and Experience

1. Previous cash handling experience.
2. Previous experience with a credit union highly desirable.

Additional Eligibility Qualifications

1. Multi-lingual capabilities to include Spanish are a plus.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.