The Senior Member Service Representative (Sr. MSR) provides comprehensive front line service including establishing memberships, handling all types of account opening and maintenance functions, solving complex member issues, and loan processing assistance. The Senior MSR has a strong knowledge of products and services, enabling them to provide financial solutions to members. and trains junior MSRs. The Senior MSR supports efforts to create fully engaged financial relationships with members in accordance with the business strategy, mission and vision of the credit union. This position typically spends most of the time on member service functions and loan processing. Performs Teller II duties when needed (approximately 20% of the time).

Essential Functions:

Member Services & Sales: Provides a positive member experience by providing quality service in the establishment of new memberships, opening accounts including Organizational, Microbusiness, IRAs Etc, and offering solutions based on member needs to create fully engaged financial relationships with members.

• Greets members in a courteous and professional manner, providing prompt, accurate, and efficient service.
• Has a strong knowledge of products and services and is able to educate members.
• Identifies needs, recommends solutions, and offers appropriate LCCU products.
• Promotes deposit products based on needs identified.
• Learns and applies LCCU service model concepts consistently in interactions with members.
• Possesses working knowledge of deposit insurance, credit union laws, special services, and the financial education program and materials.
• Promotes, explains, and sells other credit union services such as consumer and mortgage loans, IRAs, certificates, debit and credit cards, online access, cashier’s checks, and others.
• Maintains comprehensive knowledge of all credit union products and services, including deposit accounts, loans, and promotional products and services.
• Knowledgeable about how LCCU products and services compare with other financial institutions.
• Identifies, develops, and maintains a quality network of relationships to serve as a source for new loan referrals.

Account Opening & Maintenance: Accurately establishes new membership, opens accounts, resolves member issues, and any other member requests according to credit union policies and procedures.

• Handles establishment of new memberships, opens all accounts (Organizational Account, IRAs, , and processes changes in accounts.
• Performs a wide range of transactions, including wire transfers, and account transactions.
• Promptly researches and resolves account problems, checking reconciliations, errors in transactions, and any other issues presented by the membership.
• Supports members in identifying disputes, fraud or errors in transactions, completes corresponding paperwork and procedures to resolve the issue.
• Assists with member requests, such as ordering new cards, issues with online access, account closures, transfers, and any other requests.
• Performs account maintenance, including contact information, name, Tax ID or SSN, or any other data included on the account form (such as POD).
• Performs ATM/debit card maintenance, including lost/stolen, change of status of ATM/debit card, name changes, transfer of cards, and reissues.
• Performs credit card account maintenance.
• Seeks solutions and solves complex member issues or complaints with minimal supervision.
• Answers complex member questions over the phone, and directs calls as needed.
• Stays up-to-date and proficient in member service areas including changes in processes and systems.
• May guide/coordinate overall member flow over the phone and in the branch.

Administration & Loan Processing: Supports the branch in loan production efforts, including administration and educating members on available loan products.

• Grants advances on existing credit, including open lines and home equity lines of credit, under the guidance of an approving officer.
• Assists in consumer loan documentation and processing. Must be able to obtain:Carfax, NADA, Appraisal, Income Verification, Credit Report, Bill Of sale, Title Maintenance, Issue Loan Checks.
• Provides basic information regarding mortgage programs and assisting as needed.
• Processes ITIN application and changes, updates member files and contacts member when ITIN arrives.
• Prepares cash orders and verifies cash delivery and shipment.
• Provides collection support and reports applicable charge offs and recoveries to the branch manager.
• Serves as MSR trainer.
• Performs Teller II functions as needed.
• Maintains records, files paperwork, scans documents, and performs other clerical duties as needed.
• Complies with Balancing Standards and Teller Performance Standards.
• Participates in community events.
• Performs other duties as assigned.
• Moves to and changes branches within the region as required.
• Completes required training.

Job Duties and Responsibilities under Bank Secrecy Act:

• Complete required CTR procedures and reporting on all cash transactions over $10,000.
• Recognize and report suspicious practices as required.
• Report all structured member transactions and Suspicious Activity Report (SAR) as required.
• Successfully complete required annual compliance training courses (BSA/Identity Theft).

• Business/Technical School/Associates Degree; 3-4 years’ related experience.
• Professional working proficiency in English and Spanish as required by the position.
• Efficiency in all operations, account opening/resolution, and loan support functions.
• Ability to proactively solve problems and propose appropriate solutions to members.
• Aptitude for building relationships, and quality member service and sales.
• Ability to demonstrate knowledge about the credit union and promote the credit union and its products and services.
• Strong organizational skills and attention to detail.
• Ability to perform efficiently in a fast-paced, multi-task environment.
• Ability to maintain professional demeanor in interactions with members and colleagues.
• Excellent verbal and written communication skills in English and Spanish.
• Proficiency in Microsoft Office and other computer software, including email functions.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.