SUMMARY

Under the general supervision of the Branch Manager, the Member Services Officer 3 – Relationship Specialist identifies the financial needs of Credit Union members and effectively cross-sells products, services, and solutions. Responsible for performing a wide variety of loan and deposit-based functions. Researches, analyzes, and resolves a broad range of complex customer issues. Provides a high level of responsiveness to member inquiries by phone, email, or in person. Promotes and maintains a positive image of the Credit Union.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND EXPERIENCE

High school diploma or equivalent.
Two years of progressive sales and cross-selling experience in a financial or retail environment.

KNOWLEDGE

Within six months of hire:
Successful completion of core competencies certification.
Successful completion of Member Services Officer 2 certification.
Knowledge of consumer loans, including processing and funding.
Successful completion of Member Services Officer 3 certification.
Knowledge of Credit Union products and services.
Proficiency in MS Office (especially Word) highly desirable.

OTHER SKILLS AND ABILITIES

Operates a variety of office equipment and machines.
Ability to travel, attend, and participate in training and meetings at various locations.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all functions, responsibilities, and skills required of this position. Other duties may be assigned to meet business needs.
Prepares and processes loan-related transaction requests, in person or by telephone.
Actively explains, promotes and cross-sells Credit Union services, products, programs, and investment opportunities.
Resolves errors, member problems and/or complaints in a timely manner.
Accurately operates a variety of office equipment and machines.
Opens new membership and share accounts, and cross-sells products as appropriate.
Thoroughly understands features and benefits of GAP (Guaranteed Asset Protection), MBI (Mechanical Breakdown Insurance) and Debit Cancellation (Life, Unemployment, Disability). Promotes, quotes, and sells to penetration levels set forth by Credit Union.
Assists members in identifying loan and deposit products and follows appropriate procedures.
Performs advanced problem resolution and account adjustments.
Promotes, quotes, and sells GAP (Guaranteed Asset Protection), MBI (Mechanical Breakdown Insurance), and Debt Cancellation (Life, Unemployment, Disability) during the loan application and funding process to penetration levels set forth by Credit Union.
Performs duties as a Membership Officer as prescribed under Policy 1150 of the Credit Union Policy Manual.
Maintains current job knowledge of Credit Union policies, procedures, and services.
Makes outbound calls to initiate and process new loan and deposit products from new and existing members.
Reviews credit reports to identify opportunities and cross-sell additional loan and ancillary products.
Assists in coaching and development of other branch employees.
Performs MSO 1, MSO 2, and MSO 3 – Operations Specialist duties as needed.
Performs duties as assigned by management and may be assigned to work at any branch.