Job Description

Job Purpose

The SR MSR is responsible for understanding/performing/troubleshooting a broad variety of Member services such as transactions, opening and closing accounts, processing consumer and R/E loan applications, filing disputes, and assisting members with any questions/concerns in regards to their account. Have full knowledge of the Credit Union's products and services. Associate needs to have customer service and sales skills and personal finance knowledge, ability to multi-task, maintain confidentiality and communicate effectively.


Key Accountabilities

Operational and Technical Skills
• Working knowledge of all HFCU deposit and consumer loan products and services.
• Working knowledge of operational systems to perform teller transactions, new memberships and accounts, new services, loan applications and processing, basic IRA processing, and equity applications.
• Basic mortgage knowledge.
• Confident working knowledge of all HFCU policies and procedures based on industry regulations and a basic understanding of how they apply to daily operations.
• Ability to educate members on new technologies provided by HFCU.

Sales and Service
• Effectively and confidently interacts with members in a professional and courteous manner while evaluating their needs.
• Identifies opportunities to educate or cross sell products and services to meet member needs.
• Strong working knowledge of Service Plus and TMA training to consistently meet customer service expectations and metrics.
• Confident in moving beyond the member's initial request by offering additional education and opportunities as appropriate.
• Supports both inbound and outbound member interaction.

Team Oriented
• Works effectively within a team to accomplish overall goals, products, and services regardless of individual area responsibilities.


Qualifications, Experience, and Skills

Minimum Educational Qualifications
• High School Diploma or GED equivalent

Minimum Experience
• Two to three recent years of customer service and sales experience in a financial services environment

Other Job Specific Skills
• Professionalism
• Ability to multitask
• Decision making skills
• Self motivation


Working Conditions

This position is expected to provide a positive experience to all members. Must be able to work within a team to accomplish goals and hold self-accountable to own work. Travel and overtime is minimal.

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