Essential Duties and Responsibilities

Branch Employees

• Assist members in a friendly, professional manner, and support the Credit Union's mission statement

• Demonstrate flexibility and a positive attitude when faced with complex situations

• Analyze, research and resolve problems and discrepancies

• Use knowledge and judgment to protect members and the Credit Union from loss

• Understand and comply with federal and other regulations relating to financial products and services as well as MSUFCU policies and procedures and regulations pertaining to the Bank Secrecy Act

• Follow safety and security procedures regarding robbery and emergency situations, third party access to secure areas, and communicate suspicious activity to management.

• Participate in training activities to ensure compliance with Credit Union policies, state and federal regulations

• Manage time efficiently and take initiative within the branch; seek opportunities to develop or enhance knowledge

• Actively participate in Credit Union initiatives and promotions and achieve assigned financial service goals

• Take on risk and utilize lending and disbursal limits commensurate with level

• Counsel current and prospective members about Credit Union products and services

• Perform other duties and assist fellow employees, as assigned

Financial Services Representative I:

• Process basic member transactions and maintain a balanced cash drawer; utilize proper cash handling procedures

• Complete member requests and transactions with accuracy

• Establish relationships with members and seek opportunities to offer products and services

• Record detailed notes to document member interactions, complex situations, and transactions to minimize lapses in employee communication or member service

• Manage the traffic flow of members with a sense of urgency to provide minimal wait times

• Answer calls in a timely and professional manner

• All of the Branch Employees duties and responsibilities

Financial Services Representative II:

• Develop a basic knowledge of consumer loans, new account applications, IRAs, and specialty accounts with support from others

• Process new account applications and offer additional products and services

• Interview members and ask detailed questions to offer solutions that balance member needs with Credit Union risk

• Communicate with members through the new account onboarding process and actively follow up to secure loan funding and discuss additional products and services

• Document new account and loan applications using detailed notes to support a recommendation

• Assist members by phone in a friendly and professional manner

• Demonstrate accuracy to ensure member satisfaction

• Troubleshoot and resolve issues with recyclers and coin machines

• All of the All Branch Employees and FSR I duties and responsibilities

Loan Officer I:

• Take ownership of complex transactions with confidence, knowledge, and creativity

• Approve and process consumer loans, new accounts, IRAs, and specialty accounts independently while making recommendations for counteroffer or denial

• Provide financial education to assist members with solutions to achieve their financial goals

• All of the All Branch Employees, FSR I, and FSR II duties and responsibilities

Loan Officer II:

• Become a known resource throughout the branch by assisting members and coworkers with greater depth of knowledge of products, services, and procedures including IRAs and specialty accounts

• Develop basic knowledge to process, review, and close home equity loans

• Provide signature guarantee services and ensure requests have all required documentation

• Review member applications and provide decision-making assistance to coworkers

• Share knowledge and present ideas gained from opportunities such as collaborative groups, committees, and department shadows

• All of the All Branch Employees, FSR I, FSR II, and Loan Officer I duties and responsibilities

Loan Officer III:

• Process, approve, and close home equity loans independently

• Assist members and coworkers with greater depth of knowledge of products, services, and procedures, becoming a known resource throughout the branches

• Assist with training others in the branch

• Recognize and seek opportunities to assist others with complex issues

• Develop, monitor, and garner participation for branch promotions to support Credit Union goals

• Lead and actively support others through trainings, promotions, decision-making, and risk assessment

• Identify opportunities and make suggestions for process improvements

• Support Credit Union direction while helping others understand the purpose

• Engage and motivate peers in achieving personal and branch goals with a supportive strategy

• Act as in-charge person within the branch in the absence of management

• All of the All Branch Employees, FSR I, FSR II, Loan Officer I, and Loan Officer II duties and responsibilities

Senior Loan Officer:

• Apply and share advanced knowledge of consumer loans, new accounts, and specialty accounts independently while actively mentoring others to do the same

• Assist members and coworkers with greater depth of knowledge of products, services, and procedures, being a known resource throughout the Credit Union

• Assume risk and utilize lending limits commensurate with level while actively guiding coworkers in decision-making

• Handle member complaints and take appropriate action to resolve them

• All of the All Branch Employees, FSR I, FSR II, Loan Officer I, Loan Officer II, and Loan Officer III duties and responsibilities

Knowledge, Skills and Abilities

Financial Services Representative:

• Effective communication skills

• Interpersonal skills

• Analytical skills

• Typing skills with emphasis on accuracy

• Math and general clerical aptitude

• Sales skills

• Ability to multitask and prioritize

• Attention to detail

• Possess knowledge of Credit Union systems, products, services and procedures

• Reliability and dependability

• Conflict resolution skills

• Completion or pursuit of Bachelor's degree preferred

Financial Services Representative II:

• Advanced sales skills with the ability to demonstrate these skills to others

• Functional knowledge of Credit Union systems, products, services and procedures

• Develop an understanding of risk management

• All of the FSR I knowledge, skills, and abilities

• Knowledge of credit reports, interviewing and information gathering for underwriting decisions, Credit Union lending policy and guidelines, and state and federal regulations

Loan Officer I:

• Advanced analytical skills

• Strong sales skills with the ability to develop these skills in others

• Possess an understanding of risk management

• Advanced knowledge of Credit Union systems, products, services and procedures

• All of the FSR I and FSR II knowledge, skills, and abilities

Loan Officer II:

• High level of sales skills with the ability to develop these skills in others

• Comprehensive knowledge of Credit Union systems, products, services and procedures

• Leadership skills to mentor and train others

• Demonstrate independent thinking and an understanding of risk management

• Work independently and meet deadlines with minimal supervision

• All of the FSR I, FSR II, and Loan Officer I knowledge, skills, and abilities

Loan Officer III:

• Ability to work and effectively collaborate in a group setting

• Proven ability to make complex decisions and mentor others to do the same

• Demonstrate the ability to motivate and influence others

• Expert knowledge of credit reports, interviewing and information gathering for underwriting decisions, and a proven history of good lending and member service decisions

• Ability to handle and resolve conflict

• Leadership skills to maintain branch operations in the absence of management

• Ability to present information effectively to the branch employees and others

• All of the FSR I, FSR II, Loan Officer I, and Loan Officer II knowledge, skills, and abilities

Senior Loan Officer:

• Contribute to employee development and culture throughout the branch network

• Ability to apply holistic understanding of credit union strategies and overarching vision

• All of the FSR I, FSR II, Loan Officer I, Loan Officer II, and Loan Officer III knowledge, skills, and abilities

Physical Demands and Work Environment

• Required to sit, stand, walk; talk and hear; and interact with office equipment.

• Ability to lift up to 50 pounds.

• Normal office environment where there is minimal discomfort due to temperature, dust, noise and other factors.

• Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure.

High School (required)

1 - 5 years: Financial Experience (preferred)
1 - 5 years: Customer Service Experience (preferred)
1 years: Lending Experience (preferred)