Member Service Officer 1 (MSO 1)

Department: Member Services

Reports To: Branch Manager

FLSA Exempt: Non-Exempt

Date last updated: 04/01/2024

Summary Provide information and support via various means (i.e. phone, internet, email etc.) to lending partners and members regarding the credit union its products and services while ensuring the highest quality service. Examine, evaluate and make decisions on member and non-member loan applications for consumer loans.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Interview and evaluate the needs of members and potential members, identify appropriate member needs and cross-sell financial products that meet those needs.

Serve membership by providing information and account service in a pleasant, professional and efficient manner.

Open/close accounts, process stop payments, order cards, answer questions regarding deposit accounts, loan accounts, plastic cards, remote access etc.

Ensure complete and accurate documentation for loans and new accounts by gathering information and resolving uncertainties through inquiries with creditors, and/or members according to the credit union policy.

Analyze and evaluate applicant’s financial status by reviewing credit information, determining debt to income ratios, estimating payments, determining collateral requirements and establish collateral values, co-signer requirements and membership eligibility as defined by the policy.

Possess general product knowledge relating to mortgage, home equity, and business loans for referral purposes.

Complete outbound calls (2-2-2) to members, partner follow-up and other types of calls as requested by management.

Assist other departments as necessary (i.e. collections, accounting, etc.)

File claims for GAP, GAP Advantage, ADR and Debt Protection.

Be well versed regarding credit union policies and procedures. Advise manager of external factors that may affect policy by suggesting policy modifications.

Cross train other staff, as requested, on duties, functions, and responsibilities to assure proper back up.

Follow proper member identification and security procedures and ensure that member and employee information is kept in the strictest confidence.

Receive and payout money and keep records of money and negotiable instruments involved in financial transaction by performing Member Service Associate duties. See Member Service Associate job description for more information.

Respond to member inquiries and requests regarding financial services and enter them into applicable computer systems and programs.

Approve loans within specified limits OR refer to a manager with recommendations to obtain approval.

Oversee timely loan closing and funding activities.

Provide ongoing relationship servicing with current members to maintain goodwill and gain additional business.

Assist members with problem resolution and account reconciliation.

Responsible for Safe Deposit box transactions

Execute, key, and verify wire transfers.

Supervisory Responsibilities This job has no supervisory responsibilities.

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

Credibility - Provides reliable and accurate information, offers fully researched recommendations, instills customer confidence, supports organizational values and policies, takes responsibility for own actions and mistakes.

Job Knowledge/Job Fit - Competent in required job skills and knowledge, exhibits ability to learn and apply new skills, keeps abreast of current developments, requires minimal supervision, Displays understanding of how job relates to others, Uses resources effectively.
Conflict Resolution – Encourages open communications, Confronts difficult situations. Maintains objectivity. Keeps emotions under control. Uses negations skills to resolve conflicts.

Cooperation - Establishes and maintains effective relations, exhibits tact and consideration, displays positive outlook and pleasant manner, offers assistance and support to co-workers, Works cooperatively in group situations, Works actively to resolve conflicts.

Quality - Demonstrates accuracy and thoroughness, displays commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance and Monitors own work to ensure quality.

Planning/Organization – Prioritizes and plans work activities. Uses time efficiently. Plans for additional resources. Integrates changes smoothly. Sets goals and objectives. Works in an organized manner.
Sales and Service (INSPIRE SALES and SERVICE) - Displays courtesy and sensitivity, manages difficult/emotional member situations, meets commitments, focuses on & responds promptly to member needs, solicits member feedback to improve service, explains financial concepts clearly, explains product features & benefits, recommends products to members, and overcomes objections.

Problem Solving – Identifies problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions. Resolves problems in early states. Works well in group problem solving situations.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: High school diploma or general education degree (GED); or six to twelve months related experience and/or training; or equivalent combination of education and experience previous financial industry experience preferred.

Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages. Ability to apply concepts of basic algebra and 10 key.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to research data and make accurate decisions.

Computer Skills: To perform this job successfully, an individual should have knowledge of Contact Management systems; Internet software; Microsoft Excel Spreadsheet software and Microsoft Word Processing software.

Certificates, Licenses, Registrations: Must complete ongoing sales & service training.

Other Skills and Abilities: Must have the ability to make sound, confident decisions. Must possess proven sales skills. Must be able to read and understand credit reports.

Other Qualifications: A MSO1 will be required to complete a pre-determined list of functions and training (see MSO 1 Training Plan in Performance Pro Forms) within 18-24 months of their hire date. A MSO1 will also be required to shadow and cross train in the service center for at least 80 hours during (or prior to) their training period as well as two hours in both the Accounting and Collections departments.

Once a MSO1 has completed all the requirements of the MSO1 Training Plan, they may be promoted to a MSO2 at the supervising manager(s) discretion.

Physical Demands and Work Environment: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to stand, walk, sit; use hands to finger, handle, or feel and reach with hands and arms; and talk or hear. The employee is frequently required to climb or balance and stoop, kneel, crouch, or crawl. For employees who are assigned to a retail branch, the employee may be required to regularly stand and the availability to sit for any length of time may be limited. The employee is occasionally required to taste or smell. The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. The employee regularly works near moving mechanical parts. The noise level in the work environment is usually moderate.