Member Services Representative (Branch Loan & Member Service)

Member Services Representative

Job Type: Full-Time

About US:

EP Federal Credit Union is a full-service financial institution formed when ten employees wanted to "promote thrift and provide a source of credit" for other employees. 90 years later, we still embrace the credit union philosophy of people helping people.

We seek high-performing, enthusiastic individuals committed to superior member service. As a Member Service Representative, you will be the primary liaison with our members, ensuring a welcoming environment, responding to inquiries, and promoting our services and products. Your role is crucial in achieving our company-wide goals through product knowledge and reliable sales referrals, all while adhering to established policies and procedures. Join us to help create a better environment for our members’ money.

Position: Member Services Representative (MSR)

Reports To: Financial Services Manager

FLSA Status: Full-Time. Non- Exempt

Essential Functions & Responsibilities:

• Member Relations: Develop and maintain strong relationships with members by greeting and welcoming members and visitors, providing exceptional service, resolving account issues, handling account research, and resolving discrepancies. Ability to confidently discuss financial needs with members.
• Service & Sales: Maintain up-to-date knowledge of credit union products and services to effectively communicate their benefits. Proactively follow up with members via phone and email, introduce new members to our range of products and services, and promptly respond to electronic service requests to enhance member satisfaction and drive engagement. Initiate conversations to uncover financial needs and deepen relationships.
• Loan Origination: Conduct initial loan interview. Discuss loan options and suggest best options. Accept loan application. Make loan recommendations. Review and process loan applications, ensuring accuracy and completeness.
• Transaction Processing and Account Maintenance: Process transactions, manage loan and account correspondence, handle CD and IRA accounts, manage ATM network access, debit card activation, and resolve transaction inquiries/issues.
• Compliance: Adhere to federal and state compliance standards, complete annual training, and maintain branch security procedures.
• Incentive Program: Participate in the incentive program, achieve sales/service goals, and engage in corporate initiatives.

Qualifications:

• High school diploma or GED.
• 2+ years retail banking experience.
• 1+ years lending experience (interview, accept application, underwrite, process)
• Experience in selling and cross-selling products/services or sales training.
• Must be bondable and pass federal security clearance.

Preferred Qualifications:

• Associate degree with 2 years of relevant experience or equivalent.
• In-depth knowledge of state and federal financial regulations (Reg B, Reg E, Reg D, Reg CC, Reg Z, Bank Secrecy Act).
• Experience with consumer loan sales and underwriting.
• Experience with retail sales
• Proficiency with the CMC Flex system.

Location: Washington, DC

Work schedule: Monday- Friday 7:30 am – 4 pm (No weekends or Federal holidays)

Job Type: Full-time

Pay: $22.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) 3% Match
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Experience:

• Retail Branch Banking: 2 years (Required)
• Lending: 1 year (Required)

Work Location: In person