MSA - Loan Queue

University Federal Credit Union (UFCU); Washington (District of Columbia); On-site; USD 45,000 - 65,000; Full time

Job summary

University Federal Credit Union (UFCU) seeks a Member Service Advisor to support members with loan and deposit needs, handling inbound and outbound calls to build relationships. The role requires understanding lending guidelines to approve or deny requests and to cross-sell additional UFCU products.

The position emphasizes delivering excellent member service, maintaining accurate documentation, and participating in ongoing training to stay current on credit union offerings and regulatory

Qualifications

• Requires high school diploma or equivalent; some college preferred.
• Minimum two years’ experience in a related field; NMLS registration upon hire.

Responsibilities

• Sell and deliver Credit Union loan products and services, gather information, evaluate credit reports, and approve/deny requests per guidelines.
• Serve as primary product information source for members and staff via phone; provide timely problem resolution.
• Document accurately and consistently.
• Sell Credit Union investments and convenience products.
• Maintain knowledge of all Credit Union products and services.
• Participate in training and team development.

Skills

Excellent communication

Business writing

Computer literacy

Lending principles

Analytical thinking

Sales skills

Credit union products

Adaptability

Education

High school diploma

Some college

Job description

General Summary (What is done and why)

The Member Service Advisor (MSA) Loan Queue reinforces and builds member relationships through efficient response to members' service requests and solicitation of new loan and deposit product purchases. Contact with members is via inbound and outbound phone calls. This position is responsible for consistently exceeding member expectations by matching the full range of Credit Union products and services with an informed understanding of members' needs and making appropriate lending decisions based on established guidelines.

Essential Functions, in Priority Order (Majority of duties, but not meant to be all inclusive or prevent other duties from being assigned as necessary)

1. Sell and deliver Credit Union loan products and services, including add-on products. This includes gathering information to complete loan applications, evaluating credit reports, and approving/denying requests based on established lending guidelines. Time: 65%
2. Act as the primary source of product information and service support for member and staff inquiries via phone, provide timely problem resolution and account maintenance. Time:10%
3. Provide accurate, complete, and consistent documentation. Time: 10%
4. Sell and deliver all Credit Union investment and convenience products and services. Time: 5%
5. Obtain and maintain a high level of knowledge of all Credit Union products and services. Time: 5%
6. Participate in and contribute to training and team development. Time: 5%

Education (Minimum education required to perform the duties of this position)

• High school diploma or equivalent required.
• Some college preferred.

Experience (Minimum experience required to perform the duties of this position)

In addition to the education requirement:

• Minimum of two years’ experience in a related field.
• NMLS registration required upon hire.

Knowledge, Skills and Abilities (Minimum technical and communication skill levels and licenses/certificates normally required to perform the duties of this position)

• Excellent communication skills.
• Good business writing skills.
• Computer literacy and keyboarding skills.
• Thorough knowledge of lending principles.
• Analysis and resolution skills.
• Self-motivated with demonstrated sales skills.
• Knowledge of Credit Union products, services, and banking regulations.
• Ability and willingness to adapt to continual change.

Required Competencies

• Problem Solving
• Dealing with Ambiguity
• Time Management
• Demonstrates Courage
• Drive for Results
• Interpersonal Savvy
• Customer Focus
• Integrity and Trust
• Self-Development Business Acumen

Mental Requirements

• Ability to identify member and staff needs.
• Ability to use good judgment and make sound decisions quickly.
• Ability to work under pressure.
• Proven problem-solving abilities.
• Ability to concentrate in a multi-task environment.
• Ability to maintain a positive attitude when resolving member/staff issues.

Physical Demands (Physical effort generally associated with this position)

Work involves standing and walking for brief periods of time, but most work is done from a seated position. There is potential for eyestrain from reading the computer screen. Must be able to talk and keyboard simultaneously. Deadlines, workloads, and pressure to achieve goals may cause increased stress levels.

Working Conditions (Typical working conditions associated with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position)

Internal - Work is normally performed in climate-controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc.). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; long hours may be required to accommodate deadlines or special meetings.

External - Some travel may be required; however, information on environmental conditions is not available.