Universal “MSR” Member Service Representative

Reports to: Operation Manager

Position Summary

The Universal Member Service Representative will serve as the first point of contact for members and visitors, providing professional and efficient experience. This role combines front-desk receptionist responsibilities with critical back-office duties.  This position will coordinate member appointments or walk-in appointments with lending staff, ensuring efficient service and a positive experience.   This position is responsible for managing all State National insurance tracking for consumer and mortgage loans.  Along with tracking insurance this position will ensure compliance and accuracy in documentation, adjust payments as required, contact members and insurance agents for updated policies.  In addition, this role will provide support to the lending consumer processing department as needed and assist across multiple credit union departments to ensure smooth daily operations.

Front Desk & Member Service

• Greet members and visitors in a friendly and professional manner.
• Answer and direct phone calls to appropriate departments and staff.
• Respond to member inquiries and provide accurate information regarding products, services, and policies.
• Coordinate and schedule appointments when necessary.
• Maintain a professional and welcoming lobby environment while ensuring prompt attention to all members and visitors.
• Assist members with basic transactions, account inquiries, online banking, and problem resolution.

Insurance Tracking

• Track and maintain proof of insurance on all loans.
• Communicate with members and insurance providers to obtain policy information.
• Monitor and document insurance lapses and cancellations; follow up with members and agents to resolve discrepancies.
• Manage escrow accounts related to insurance and taxes, ensure payments and renewals are processed accurately and on time.
• Prepare and maintain reports related to insurance tracking and escrow tracking.

Operational Support

• Serve as backup to the consumer loan processor assisting with document processing and file maintenance as needed.
• Collaborate with loan officers, processors, and other departments to support daily tasks.
• Support branch operations by performing cross-functional duties on the teller line and member service roles when necessary.

Customer Service and Teamwork

• Demonstrate a strong commitment to delivering exceptional member service.
• Uphold the Credit Union values, policies and service standards in all transactions.
• Work collaboratively with all departments and management to ensure efficiency and accuracy across all functions.
• Professional and approachable demeanor.
• Strong multitasking and time management skills.
• Team-oriented mindset with proactive approach to assisting others.

Requirements

• Financial knowledge required.
• Must be bondable.

Expected hours

• 40 hours per week with varying hours.

COMPETITIVE SALARY AND BENEFIT PACKAGE

To apply, complete the application, or submit a resume to Brianna Weeks, Operation Manager.
briannaw@aspire.creditunion