Sr Br Member Service Rep

Tower Federal Credit Union; Fort Meade (MD); On-site; USD 42,000 - 60,000; Full time

Job summary

Tower Federal Credit Union is seeking a Senior Branch Member Service Representative to support the Branch Manager in directing and coordinating the daily work of Branch MSRs. The role emphasizes high-level service, relationship building, and guiding members to suitable financial solutions.

The Senior Branch MSR will coach MSRs, oversee cross-selling, and ensure adherence to securities and compliance requirements, while maintaining safety and soundness of the branch operations.

Qualifications

• Associates’ degree plus 1–2 years’ progressively responsible experience in the financial services field.
• Demonstrated successful experience in a sales and service environment that included direct experience with new accounts, consumer loans, and knowledge of mortgage products.
• Or, an equivalent combination of education and experience.

Responsibilities

• Oversees daily MSR activities and ensures service excellence to members.
• Directs and coordinates branch MSR workloads, making independent decisions on fraud, loss prevention and service.
• Coaches MSRs, reviews referrals, and supports performance appraisals.
• Analyzes credit reports and cross-sell opportunities to members.
• Ensures branch security procedures and trains staff on risk management.

Skills

Leadership

Cross-selling

Coaching

Customer service

Financial products knowledge

Security awareness

Education

Associates degree

Tools

Microsoft Office

10 key calculator

Job description

The Senior Branch Member Service Representative is a lead position that supports the Branch Manager in effectively directing, prioritizing, overseeing and coordinating the daily work activities of the Branch Member Service Representatives (MSR). This position and the Branch MSRs provide a valuable link between members and the credit union. They professionally represent the credit union to members in person and deliver high level service through identifying relationship opportunities; matching appropriate products and services to meet member needs; and migrating members to agreed upon alternative banking solutions.

The position oversees the cross-selling efforts of the Branch MSRs by ensuring that they have in-depth knowledge of all Tower consumer loan, mortgage products, and savings products, services, regulations and procedures. The Senior Branch MSR assists the Branch Manager in coaching and training MSRs so that timely, efficient service is provided to members. Reinforces Tower and branch security procedures with MSRs to support risk management and ensure safety and soundness of the credit union.

The Senior Branch MSR requires analytical skills to read and evaluate credit reports, Verafin reports, and Deluxe Detect reports; requires advanced human relations skills to coach MSRs to assist them in determining best options for members;

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PRINCIPAL ACCOUNTABILITIES AND FUNCTIONS

• Reviews Tower Federal Credit Union (TFCU) and branch security procedures with MSRs to support risk management; overall safety and soundness of the credit union; and to ensure that MSRs maintain an awareness of security risks in the areas of member identification, elder abuse, membership eligibility, confidentiality, phishing/vishing attempts and overall physical branch security. Reports any suspicions immediately to appropriate person or department. Ensures attendance at required quarterly branch security training. Responsible for reviewing branch referral reports and assists with the audting of XA accounts for accuracy.
• Supports the Branch Manager in directing, prioritizing, and coordinating the daily work activities of branch MSRs. Oversees timely, effective, and excellent service to members by MSRs. Makes independent decisions that directly effect TFCU (i.e. fraud, loss prevention, service, good will). Acts as Branch Manager when necessary.
• Provides MSRs with the leadership, guidance, coaching, and training needed to develop their skills; oversees the cross-selling efforts of the MSRs by ensuring that they have in-depth knowledge of all Tower consumer loan, mortgage, and savings products, services, regulations, and procedures. Resolves sensitive and complex issues or exceptions in an expedient, decisive manner. Provides significant documented input into MSR performance appraisals.
• Analyzes and evaluates credit reports and Deluxe Detect reports; coaches MSRs to assist them in determining best options for members. Monitors effective cross selling of products and services to include assessing members’ profiles for additional cross selling opportunities.
• Requires the flexibility to work variable hours for various reasons. Includes resolving branch balancing issues, supervising the testing of new releases and being available to provide access to the branch during non-business hours to support Credit Union needs.
• Provides signature guarantees in compliance with the Medallion Signature Guarantee Program and as regulated by the Securities and Exchange Commission.
• Acts as supervisor for teller staff when necessary, to include disbursing/receiving cash between vault and tellers, calculating and ordering sufficient change fund (for Branch and ATMs), verifying incoming cash delivery from armored carrier, performing overrides, assisting tellers with problems/balancing issues and ensuring vault/accounting center is in balance. Performs teller duties as needed and assures the security of cash drawer and negotiable instruments (see Teller job description).
• Reviews and approves loan applications for MSRs with lower or limited authority. Reviews loans with more complex documentation (i.e. Airplane, Mobile Home, documented Vessels and loans secured by Stocks and Bonds). Responsible for informing the member of the underwriting decision, including any counter offers, stipulations for loan approval or any suggested alternative loan products. Processes and disburses loans in accordance with the terms of the loan approval and TFCU’s policies and procedures.
• Provides final review for certificate paperwork and also reviews IRA paperwork for accuracy and completeness prior to it leaving the Branch. Researches any discrepancies in information, determines the source and takes necessary corrective action.
• Reviews legal documents such as Power of Attorney, divorce decrees for child support and alimony, lease agreements and income tax returns to determine that they are authentic and valid for the purpose provided.
• Obtains commission and acts as Notary Public.
• Responsible for auditing and reviewing daily new account savings/loans reports.
• Performs related duties as assigned.

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REQUIRED QUALIFICATIONS

• Associates’ degree plus one to two years’ progressively responsible experience in the finaincial services field.
• Demonstrated successful experience in a sales and service environment that included direct experience with new accounts, consumer loans, and knowledge of mortgage products.
• Or, an equivalent combination of education and experience.

COMPETENCIES

• Ability to apply concepts of fractions, percentages and proportions to practical situations.
• Ability to compute rate, ratio and percent.
• Ability to reconcile and balance transaction records.
• Ability to operate Microsoft Office applications (Word, Excel) and perform applications satisfactorily. Ability to operate a PC in an Internet environment and to assist others with such operation.
• Ability to operate a 10 key calculator.
• Ability to read and interpret member tax and financial documents to support loan decisions.
• Ability to read, analyze and interpret procedure manuals (operational or technical).
• Ability to write routine reports, internal and external communications and procedural manuals.
• Ability to provide explanation or instruction in one-on-one situations either in person or over the telephone, concerning operational and technical issues.
• Ability to present ideas and concepts and respond to questions in one on one situations with dealerships, members, employees and external vendors in person or over the phone.
• Ability to uncover inaccuracies in loan applications due to misrepresentation, fraud or data entry errors and to address these inaccuracies directly and tactfully with dealership staff for resolution.
• Ability to recognize and uncover objections and roadblocks to closing loans and effectively address resolve these issues, resulting in positive relationships and increased business.
• Ability to find solutions to approve or counter more applications for members with good credit history.
• Ability to write effective, concise and complete correspondence to TFCU members on a daily basis.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to focus on detail and verify accuracy of numbers and text.
• Ability to solve problems with many variables in a variety of situations.
• Ability to interpret a variety of technical instructions in written, mathematical or diagram form.
• Ability to prioritize diverse job assignments and meet established deadlines.
• Ability to complete tasks with a high degree of accuracy and attention to detail.
• Ability to handle a multitude of tasks in a high stress loan environment.
• Ability to determine needs and serve others.
• Ability to respond to sensitive inquiries and complaints in a timely, effective manner.
• Ability to maintain sensitive and confidential information.
• Ability to provide constructive feedback to members concerning loan applications.
• Ability to determine needs and sell appropriate solutions to others.
• Ability to persuade others to consider alternative course of action.
• Ability to get along with colleagues and management.
• Has knowledge of and adheres to credit union policies and procedures and all regulations related to the Bank Secrecy Act, the USA PATRIOT Act and OFAC.

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WORKING CONDITIONS

• Ability to sit, stand and walk for extended periods and demonstrate sufficient dexterity and vision to operate a variety of office equipment.
• Ability to lift coin bags up to 50 pounds with or without assistance.
• Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate.

TFO clearance required.

Equal Opportunity Employer
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