Member Relations Representative

GENERAL SUMMARY

Primary Responsibilities:

1. Model a high energy, world-class service and sales culture within the branch and credit union.
2. Coach, develop and mentor front line staff.
3. Uphold a strong sales culture within the credit union.
4. Assist Branch Manager and Sr. Management in day to day operations.

Primary Qualifications: Passionate and enthusiastic; possess world class service and leadership skills; strong knowledge and understanding of FirstCCU products and services; strong lending and underwriting skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Live the First Community Credit Union Mission, Vision and Values within the organization and our communities.
2. Provide leadership to teller staff to maximize their performance, help advance their growth and development, and achieve the credit union’s goals.
3. Assist in branch services and operations as needed to serve our members, including teller backup, if needed.
4. Instill an energetic, world-class service and sales culture that continually strives to improve the way we serve our members.
5. Build strong relationships with new and existing members that lead to sales, cross-sales and sales referrals. Identify member needs and align products and services that help achieve their financial goals and those of the credit union.
6. Strong outbound calling to assist in promoting a sales culture within the credit union. Mentor and motivate front-line staff.
7. Assist Branch Manager or Senior Management in day to day operations.
8. Follow the established FirstCCU lending policy and underwriting guidelines.
9. Open new accounts including share draft accounts, certificates, individual retirement accounts, and various club accounts.
10. Counsel with members on loan problems; changes in terms of payments; repayment schedules and release of collateral.
11. Counsel with members on purpose, amount and payment terms.
12. Take and review loan applications and make recommendations to Senior Lending staff for the disposition of all other loan applications.
13. Obtain credit ratings, as required.
14. Close and process loan requests, obtain information on collateral offered, secure and verify signatures and witnesses on documents.
15. Review and update information on member record file, including credit rating, check accuracy of loan screens and documents.
16. Review record of collateral insurance on loan and request of insurance coverage from members.
17. Notify vendor to place security interest of credit union on titled documents, request discharge of security interest from holder as required.
18. Disburse checks on approved loans.
19. Record information in member file on approved or rejected loan applications, extension agreements, release of security and deferred payments.

20. Answer telephone requests for loan information and the credit union’s products and services.

21. Follow all state and federal laws and regulations.

22. Assist in promoting a positive credit union image during non-working hours.

23. Perform other duties and responsibilities as assigned or deemed necessary in order to meet the credit union’s goals and objectives.

1. Passionate and enthusiastic.
2. Strong leadership skills; including planning, organizational, communication, mentoring, coaching, staff development, and goal setting.
3. World-class service skills.
4. Intermediate knowledge of credit union products; services; loan policies and procedures.
5. Strong sales and sales coaching skills.
6. Knowledge of federal and state regulations relating to credit union operations management.
7. Knowledge of Microsoft Office applications.
8. Knowledge of intermediate math (calculations and concepts involving decimals, percentages, fractions, etc.)
9. Availability to work weekends and extended hours, as needed.
10. Availability to attend special off site sales events and credit union functions, as needed.
11. Outgoing personality, with the ability to ask for new business and capable of making outbound phone calls.
12. Works well with others and follows directions.
13. Able to work independently.
14. Detail oriented.
15. Willing to make underwriting decisions.

Education and Experience:

This position requires a high school education. This position is also required to become a notary.

Employees must comply with government and other regulations affecting the credit union industry including but not limited to the Bank Secrecy Act and The USA Patriot Act.