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Financial Services Representative

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.


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