Member Relationship Specialist (MRS)

Department: Member Services
Reports to: Washington Branch Manager
Direct Reports: 0 Indirect Reports: 0
Location: 59321 Van Dyke Avenue, Washington Township, MI 48094
Grade: 7 (Non-Exempt)

Role

Build lifelong relationships with our members through their consumer lending and member service’s needs fulfillment. Explain the features and benefits of our products and services and create customized plans for our members. Plans include new account set-up, identifying and responding to loan needs, and problem resolution. Credit decisions are based on Extra Credit Union lending policy and philosophy. Perform outbound calling and other sales-related duties to meet and/or exceed monthly and annual goals.

Essential Functions & Responsibilities

• Lead member loan applicant(s) interviews. Explain loan programs to members, evaluate their needs and recommend loan options. Analyze current financial position and degree of risk of member(s) to make a recommendation in extending credit.
• Support Extra Credit Union’s lending philosophy by using the HYLS method as part of each application process. The result of the member’s loan experience should be meeting the members’ needs and improving their financial condition while ensuring accuracy.
• Assist members with opening and closing of accounts, answering questions about products and services and resolving problems that are within their authority. Refer problems beyond their authority to their supervisor, along with their recommendations while ensuring accuracy.
• Establish the terms and conditions of an approved loan and review them with the members. Schedule closing appointments directly with the member unless eEndorse is utilized.
• Authorize release of collateral on existing loans, changes in loan terms, waivers of payments, due date change, etc.
• Identify cross-sell opportunities and cross-sell services to members. Identify opportunities for products and services to enhance the overall member relationship.
• Complete outbound calling on identified members from new accounts opened, onboarding and re-boarding campaigns.
• Perform other duties as assigned.

Knowledge and Skills

Experience: One year to three years of similar or related experience.
Education: A high school education or GED.
Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills: Above average computer and keyboarding skills are required. Comply with job related regulatory requirements including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending Regulations.
Physical Requirements: This job requires using hands and fingers to keyboard for data entry into a computer, which may include repetitive motions. Ordinary visual acuity is needed to prepare and revise documents. Average hearing ability is necessary to receive detailed information verbally. This job is mainly sedentary and may require the candidate to exert up to 20 lbs. of lbs. of force.
Work Environment: No hazardous or significantly unpleasant conditions exist, such as in a typical office.