Loan and Member Service Officer I

Job Description

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• Proactively greet members and engage in a collaborative dialogue.
• Responsible for deepening new and existing member relationships by asking open-ended, questions to draw out members concerns, wants or needs while introducing products and services to fulfill both stated and unstated needs.
• Demonstrate how our products or services benefit our members to fill needs and solve problems including referrals to mortgage lending, small business, commercial lending and investments services.
• Open all consumer account types including checking, savings, and certificates of deposits, IRAs, and trusts.
• Demonstrate basic knowledge of business entities and account ownership.
• Open all business account types and collect proper business documentation.
• Answer questions and resolve practical to complex technical problems and disputes on member accounts.
• Introduce members to and assist with learning and using new and existing technology.
• Perform account maintenance and research as needed.
• Complete paperwork associated with account opening and submits within required timeframes.
• Complete instant issuing of debit and credit cards as needed.

• Uncover member’s needs with inquiries accurately, timely and in alignment with job standards and procedures.
• Analyze credit reports, looking for opportunities to deepen member relations and assist members in bringing other loans to STCU by asking open-ended questions to discover problems, concerns, wants or needs.
• Perform loan origination duties for all consumer loans products in accordance with accepted loan policies and procedures.
• Perform loan origination duties for small business credit cards and auto loan requests.
• Prepare documentation and coordinate loan closings directly with the member.
• Perform all loan closing duties including preparing documents, title paper work, funding, and set up of auto pays and discounts.
• Responsible for meeting all branch expectations regarding loan production payment protection, GAP and rescued loans.

Qualifications

• High School Diploma or equivalent required.
• A minimum of two years experience in a financial institution as a teller, new accounts representative or loan officer preferred.
• Demonstrated proficiency at an STCU branch may be considered in lieu of experience.
• An Associate’s degree and at least one year experience in a high-end retail sales environment may also be considered.
• National Mortgage Licensing System and Registry (NMLS) registration under the terms of the SAFE Act of 2008 is preferred.
• Notary license is preferred.
• Strong interpersonal skills required, including maintaining positive relationships and excellent customer service skills. Demonstrated ability to deepen relationships with members.
• A passion for people and a commitment to service.
• Ability to work effectively and collaboratively, in a diverse work group, as well as independently with minimal supervision, with both members and staff in a tactful and professional manner.
• Ability to solve complex problems, make practical and timely decisions and deal with a variety of situations exercising flexibility and sound judgement in a fast-paced environment.
• Strong written and verbal communication skills.
• Ability to adapt to changes, prioritize competing demands and multitask.
• Ability to read, analyze and interpret data and understand and communicate complex and diverse information.
• Ability to apply basic math concepts.
• Proficient with MS Office programs including Outlook, Word and Excel.
• Previous experience in keyboarding/PC and 10-key calculator.
• Strong work ethic required, including the ability to complete duties on time, consistently arrive at work on time as scheduled, and ability to work flexible hours and overtime as needed.

• Must be able to regularly talk, hear, and operate a computer keyboard and mouse.
• Must be able to sit or stand for extended periods of time.
• Occasionally lift, pull/push, and carry up to 25 pounds.

• May be assigned to another work location to best support the branch needs.
• Highly interactive environment requires the ability and desire to actively engage members.
• May occasionally require an adjusted work schedule and overtime.
• Frequent computer use at a workstation.
• Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting.
• Exposure to high-stress, fast-paced, deadline-oriented environment.

Additional Information

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