Member Services Specialist

Job Description:

Essential Functions & Responsibilities:

Assists members with opening and closing accounts, answers questions about products and
services and resolves problems that are within their authority to resolve. Interviews loan
applicant to develop information concerning their loan needs, earnings, and financial condition.
Analyzes current financial position of members to determine the degree of risk involved in
extending credit or lending money; prepares and /or reviews all loan documents for completeness
and accuracy. Makes decision to approve, disapprove, or forward the loan requested to higher
levels for decision. Explains loan programs to members, evaluates their needs and recommends
loan options. Cross-sells Credit Union services to members.

Acts as a floater for all jobs as requested.

Performs other work-related duties as assigned.

Performance Measurements:
1. To provide accurate, courteous, friendly, timely and professional service to all members.
2. Open all accounts, certificates, loans and other credit union products or services accurately, ensuring all
related forms and documents are completed and filed/scanned in a timely manner.
3. To maintain a 60-day delinquency rate at or below 2% of loan portfolio. To maintain a charge-off ratio of no
more than .35% of loan portfolio. To sell insurance products to 20% of loans granted.
4. Actively cross-sell products and services to members to achieve or exceed all established sales goals and
assist in meeting the corporate goals.
5. Ensure compliance with all applicable credit union policies and procedures.
6. To maintain a professional work environment and businesslike appearance.
7. To keep management informed regarding key operational issues affective lending activities.

Knowledge and Skills:

Six months to two years of similar or related experience.

A high school education or GED.

A significant level of trust and diplomacy is required, in addition to normal courtesy and
tact. Work involves extensive personal contact with others and/or is usually of personal or
sensitive nature. Work may involve motivating or influencing others. Outside contacts
become important and fostering sound relationships with other entities (companies and/or
individuals) becomes necessary.

Able to operate a personal computer and 10-key calculator. Extensive knowledge of
consumer and real estate lending practices and procedures. Possess problems-solving skills
and advanced level of knowledge with regard to all areas of credit union operations.