Member Service Representative III (Loan Officer)

Education First Credit Union (EFCU) is a full-service not-for-profit financial institution. Our mission is to enhance our members’ financial position through education, quality service, and value-minded products. Education First Credit Union was founded in 1936 by a small group of Columbus City School teachers. Our members include school employees and students in the State of Ohio. Recently our membership has been expanded to include Franklin and surrounding Counties. Recognizing the social impact of education on our society, we will continue serving school employees and students within this vital community as our primary point of emphasis.

We’re based in Columbus, with an additional branch office located in Reynoldsburg.

Our recruiting process:

• Position has been posted internally and externally.
• 20-minute conversation with HR
• 60-minute in person conversation with panel interview
• Job offer

EFCU is looking for a Member Service Representative III (MSR III) for our Columbus Mound Street branch.

Pay Range starting at $20.00 / hour.

The Member Service Representative (MSR) III is responsible for providing extraordinary member service in fulfilling members’ requests. The MSR III (Loan Officer) assists new and existing members with their financial needs, opens and closes various types of accounts, processes transactions, resolves account problems, processes loan applications, and provides assistance and information regarding other products and services of the Credit Union.

This position is an in-office position. Candidates for this position must be located in the Columbus area and have reliable transportation to the Columbus branch location.

Responsibilities:

Assumes responsibility for effectively receiving, reviewing, and processing loan applications.

• Interviews, takes applications, gathers information, and processes documentation on loan requests.
• Evaluates and verifies loan applications and credit criteria. Computes debt ratios; verifies employment and income; and determines value of collateral
• Coordinates and processes loan closings. Ensures each loan is promptly and properly prepared, documented, processed, approved, and disbursed.
• Ensures terms, finance charges, and insurance on loans are properly disclosed on promissory notes.
• Assists in servicing loans by processing such items as payoff, refinances, problem loan workout arrangements, address changes, payment extensions, collateral releases, and payment due date changes.
• Assist in filing vehicle titles and prompt follow-up on titles still pending. Verifies car insurance coverage when required. Ensures proper documentation exists in loan file supporting automobile appraised values.
• Proactively offers Credit life and disability insurance, as well as all other CU products.
• Ensures lending operations are conducted in accordance with established Credit Union policies and are legally compliant. Ensures loan requests are properly documented.
• Confirms lending documentation consistently meets Education First Credit Union standards.
• Maintains active Mortgage Loan Origination number in the NMLS registry and agrees to background checks and fingerprinting as required by the NMLS.

Assumes responsibility for effectively receiving, reviewing, and processing membership applications and deposit product requests.

• Interviews, takes applications, gathers information, and processes documentation on membership applications and deposit product requests.
• Evaluates and verifies applications and requests.
• Ensures accuracy on documentation and in system set up.

Assumes responsibility for promptly and efficiently responding to member requests.

• Assist with daily member inquiries, including, but not limited to, savings rates, loan rates, debit / credit accounts, and account inquiries
• Assists members with all credit union products and services including, but not limited to, share accounts loan products, term accounts, and IRAs, Health Savings Accounts
• Answer basic and non-routine member inquiries regarding credit union policies and procedures
• Resolves both basic and non-routine member inquiries related to transaction errors
• Keeps up to date on credit unions information and product and services offerings to effectively answer member questions and accurately perform transactions.
• Responsible for ensuring all work is accurate, compliant, and within state, federal, and organizational policies, and guidelines.

Demonstrates the ability to make appropriate decisions in the best interest of CU and the membership

Engage members and prospective members in a professional and courteous manner in person and over the phone

Demonstrates flexibility around the daily needs of the members and the branch

Possesses leadership skills to properly self-manage

Possesses lobby leadership skills in order to maximize exceptional member experience

Handles each transaction proficiently and accurately, exercising good judgment and seeking approval for any transaction exceeding assigned levels of authority

Provides phone support to the members calling the Service Center, as needed

May perform as MSR I (Teller) or MSR II (Teller) as needed

Other duties may be required and assigned by the Branch Manager.

Requirements

Education & Experience:

• A High School Graduate or equivalent,
• 2+ years of Financial institution or banking experience preferred, previous cash handling experiences required.
• Knowledge of credit union/financial services loan products, services, policies, and procedures preferred
• Understanding of related legal and regulatory standards preferred
• 1 year of previous cash handling experience required.

Technical Skills:

• Organized self-starter who is a creative problem solver, solution oriented
• Ability to be adaptive
• Excellent interpersonal and communication skills necessary for communication with members, teammates, and various public relations.
• Ability to work in fast-paced environment at times, with strong attention to detail and service.
• Aptitude to operate computer related equipment, applications, and accessories; capacity to operate multiple computer web applications at the same time.
• Ability to work under goal driven situations
• Skill to deal with the occasional unpleasant, angry or discourteous person.
• Working knowledge of multiple communication channels (such as: Microsoft Teams, Online Inquires, Banno or other chat platforms, etc)
• Required notary certification. Must stay informed of all notary rules and regulations.
• Comply with all published policies and procedures. Complete all required, ongoing training including, but not limited to BSA, OFAC, and Information Security.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single requirement. At Education First Credit Union, we are dedicated to building a diverse, inclusive and authentic workplace, so if you are excited about this role, but your past experience doesn’t align perfectly with every single qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.

Other:

• Ability to work a flexible schedule, including Saturdays
• Must be able to maintain confidentiality
• Strong listening skills
• Ability to service members by making them feel welcomed, engaged, and significant with every interaction
• This position is an in-office role.
• Must have access to reliable transportation in order to travel to and from the office and to trainings and offsite meetings.
• Requests for reasonable accommodation will be considered.
• This role does have occasional overtime.
• Must have or have the ability to obtain a Notary license

Benefits

EFCU offers a complete benefits package to full-time employees that reflects how much we value our employees. Benefits include:

• Medical / Dental / Vision coverage (including qualified dependents)
• Company paid Life Insurance, STD, LTD
• Voluntary Life Insurance Coverages
• Flexible Spending Account (Health and Dependent Care)
• 401(k) plan with a 5% company match
• A generous time off program
• Education assistance program
• Employee discount on certain credit union services and products
• Free on-site parking

Education First Credit Union is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.