Financial Service Representative (Loan Officer)

Mountain America Credit Union; United States; On-site; USD 42,000 - 72,000; Full time

Job summary

Mountain America Credit Union seeks a Financial Service Representative to assess member needs, provide guidance, service accounts, and cross-sell MACU products. The role emphasizes friendly, member-first service and accurate processing of loans and transactions.

The position requires solid communication, math skills, and the ability to manage multiple tasks while maintaining compliance and member satisfaction.

Qualifications

• Experience in retail banking or related sales and customer service.
• Ability to satisfy immediate and unexpected needs with product knowledge.
• Ability to multi-task and maintain composure during member activities.

Responsibilities

• Open and service accounts and explain MACU products to members.
• Assess member needs and provide cross-sell recommendations.
• Process loan applications and related servicing; conduct closings when needed.
• Maintain accurate records and respond to member inquiries promptly.

Skills

Customer service

Sales

Cross-selling

Communication

Mathematical calculations

Multi-tasking

Problem solving

Education

High school diploma or equivalent

Tools

Microsoft Office

Symitar

Job description

Job Summary

At Mountain America, we create exceptional service experiences with every member, every time. We provide life changing value by genuinely caring about each member, expertly applying our sales philosophy (AAA) and helping our members define and achieve their financial dreams. Our work results in members who champion Mountain America. The Financial Service Representative (FSR) I assesses and meets member needs by using AAA skills to assess, advise, and assist members with their financial needs. FSRs provide value through loan servicing transactions and cross-selling products and services to help our members achieve their financial dreams.

Job Description

To be effective, an individual must be able to perform each job duty successfully.

Member Focus

Provides exceptional member service to credit union membership by assessing member needs and advising them to improve their financial situation. Which includes opening new accounts, servicing existing accounts, and explaining our products and services that best suit our members’ needs and accomplish the credit union objectives. Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, technology and cross-sells products and services as needs arise through a consultation approach. Consistent focus on increasing member satisfaction, building the membership base and account retention. Expected to meet sales and service goals. Uses lead lists to make outbound efforts to call existing membership to provide additional consultation on MACU products and services. Resolves problems by clarifying member complaints, determining the cause of the problem, providing the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution. Follows up with member interactions with thank you notes and phone calls using the MACU New Member Onboarding approach.

Loan Servicing

Originates loans by accepting, reviewing, and approving loan applications. Interviews loan applicants, reviewing credit report and cross-sells loans. Prepares loan documentation, initiates credit reports and conducts closings for home equity, personal, and auto loans. Complies with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS) and other regulations as required by law as it relates to his/her position.

Loan Underwriters, Title Specialist

Other Responsibilities. Acts as a liaison to Business Services. Reaches out to the community through outbound phone calls and by attending SEG events. Performs Teller duties as needed. Represents the credit union in a professional manner, both in dress and in actions. Keeps work area neat and clean. Responds to email/voicemail/missed calls/other communication in a timely manner. Actively participates and completes product knowledge courses. Complies with all regulations as required by law. May require travel to other branches. Performs other duties as assigned.

Knowledge, Skills, and Abilities

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

At least 1+ year of retail banking or related sales and customer service experience. Ability to satisfy immediate and unexpected needs, by recommending credit union products and services with knowledge and confidence. Ability to multi-task and maintain composure while handling all member activities and requests. Ability to prepare loan documents and cross-sell financial services of the credit union to ensure quality service. Ability to perform mathematical calculations. Ability to communicate effectively using written and verbal communication.

Education

High school diploma or equivalent.

Licenses, Certificates, Registrations, Trainings

Requires valid driver’s license for travel. Training to be completed: Mountain America Accounts and Lending Required regulatory and compliance trainings.

Notary Public / NMLS Certification

Must be able to qualify annually as a Mortgage Loan Originator under S.A.F.E Act Registration.

Computer/Office Equipment Skills

Basic computer operating skills. Beginner to intermediate skills in Microsoft Office (Outlook, Word, Excel). Type a minimum of 35 words per minute preferred. Symitar experience preferred.

Managerial Responsibility

No supervisory/managerial responsibilities.

Other Skills and Abilities

Thorough knowledge of credit union policies, procedures and regulations. Ability to prepare loan documents and cross-sell financial services of the credit union to ensure quality service. Ability to perform mathematical calculations. Ability to communicate effectively using written and verbal communication.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands: Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently. Ability to stand, walk, kneel and crouch occasionally.

Vision Requirements: Close vision (clear vision at 20 inches or less). Distance Vision (clear vision at 20 feet or more).

Weight Lifted or Force Exerted: Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally.

Environmental: There are no unusually environmental factors. Noise Environment Moderate noise (business office with computers and printers, light traffic).

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.

Follow @MountainAmericaLife on Facebook and Instagram to see why our team members love working at Mountain America!

Mountain America Credit Union is one of the foremost financial institutions in the country, with more than 95 branches located in 5 states (Utah, Idaho, Nevada, Montana, and Arizona). We believe that a healthy balance between work, home life, and play is essential to our team members and our success. We offer a friendly, comfortable and inclusive work environment, fun employee activities and exciting charity events to ensure that no day is dull at Mountain America. Our purpose is to help members enjoy a good life by providing them a positive incentive to save and manage their finances. We also give members easy access to their accounts and allow them to control their funds in a variety of ways, including ATMs, online home banking, mobile banking, direct deposit, automatic payment options and access through a large branch network.

When making decisions, we always put members' needs first. It's just the way we do business and a part of the "people helping people" philosophy of credit unions.