Member Experience Officer (Teller/Loan Officer)

Mountain America Credit Union - Idaho Falls, ID

Full-time - Entry Level

Idaho Falls, ID

Construction of Buildings

About the position

At Mountain America, the Member Experience Officer (MEO) plays a crucial role in recognizing and meeting member needs by providing quality service through teller, branch operations, and loan servicing transactions. The MEO is responsible for cross-selling products and services to help members achieve their financial dreams. This position is located at the Ammon ID Branch and requires full-time availability, with a schedule of Monday to Friday from 8:45 am to 6:15 pm, and rotating Saturdays from 8:45 am to 2:15 pm. A day off during the week is provided when a Saturday is worked. The branch currently has openings for both non-bilingual and bilingual Member Experience Officers. To be effective in this role, the MEO must build and maintain relationships with Mountain America Credit Union members by engaging in conversations both in person and over the phone. This includes providing quality service by assessing member needs, advising them on suitable products and services, and assisting with transactions such as opening new accounts and servicing existing ones. The MEO is expected to recognize member needs, educate them on options for managing financial transactions, and cross-sell products and services as necessary. Additionally, the MEO will resolve member complaints by clarifying issues, determining the cause, and providing the best solutions to ensure member satisfaction. In terms of loan servicing, the MEO will prepare and disburse loans within lending limits and credit union guidelines, originate loans by reviewing applications, and prepare necessary documentation. Compliance with all relevant regulations is essential, including the Bank Secrecy Act and other applicable laws. The MEO will also handle cash transactions accurately, maintain the cash drawer, and assist in branch security procedures. The role requires occasional travel within a regional area (up to 15 miles) to provide assistance to different branches and receive training and feedback from branch leaders. The MEO will also represent the credit union professionally, keep the work area organized, and actively participate in product knowledge courses. Overall, the MEO is expected to perform various duties as assigned while ensuring compliance with all regulations and maintaining a high level of service to members.

Responsibilities

• Builds and maintains relationships with Mountain America Credit Union members by engaging in conversations in person and over the phone.
• Provides quality service to credit union membership by assessing member needs, advising to meet their needs, and assisting in transactions.
• Recognizes member needs, educates on options for managing financial transactions, and cross-sells products and services as needed.
• Fulfills member requests for products and services while looking for ways to grow member relationships and accomplish credit union objectives.
• Resolves problems by clarifying member complaints, determining the cause, and providing the best solution to resolve the problem.
• Prepares and disburses loans within lending limits and credit union guidelines.
• Originates loans by accepting and reviewing loan applications, interviewing loan applicants, and reviewing credit reports.
• Prepares loan documentation, initiates credit reports, and conducts closings for home equity, personal, and auto loans.
• Accurately maintains cash drawer and processes transactions in accordance with established policies and procedures.
• Assists in the opening and closing procedures of the branch and is responsible for branch security.
• Travels within a regional area to provide assistance to different branches and receive training and feedback from branch leaders.
• Acts as a liaison to Business Services and reaches out to the community through outbound phone calls and attending SEG events.
• Performs teller duties as needed and represents the credit union in a professional manner.

Requirements

• At least one year of retail banking or related sales and customer service experience preferred.
• Ability to satisfy immediate and unexpected needs by recommending credit union products and services with knowledge and confidence.
• Ability to multi-task and maintain composure while handling all member activities and requests.
• Ability to prepare loan documents and cross-sell financial services of the credit union to ensure quality service.
• Ability to perform mathematical calculations accurately.
• Ability to communicate effectively using written and verbal communication.
• High school diploma or equivalent required.
• Valid Driver's license required.
• Basic computer operating skills and beginner to intermediate skills in Microsoft Office (Outlook, Word, Excel).
• Typing speed of a minimum of 35 words per minute preferred.

Nice-to-haves

• Bilingual English/Spanish preferred.
• Thorough knowledge of credit union policies, procedures, and regulations.
• Symitar experience preferred.

Benefits

• Starting competitive pay with opportunities for increases based on experience.
• Incentives and performance reviews with opportunities to increase compensation.
• Excellent medical and dental benefits with minimal employee contribution for full-time employees.
• Paid time off, volunteer time off, and paid holidays.
• Matching 401K.
• Tuition assistance.
• Professional development opportunities.