FINANCIAL SERVICE REPRESENTATIVE

Location: Helena, Montana 59601

Position Summary

The Financial Service Representative provides essential support for real estate loans, consumer loans, and VISA credit cards. Primary duties include underwriting and funding loans, cross selling ancillary loan products such as debt protection, GAP insurance, and extended warranties, completing all loan documentation, and obtaining required signatures. The role also involves opening new accounts and actively cross selling credit union services, along with providing additional support for the financial service area as needed.

Job Relationships

• Reports to the Vice President.
• Maintains frequent contact with all levels and types of credit union staff, members, potential members, and the public; occasional contact with outside sources such as vendors, credit union partners, and other financial institutions.
• Requires a high level of interpersonal skills to effectively represent Vocal Credit Union and cross sell appropriate products and services to current and prospective members.
• May assist other employees, requiring maturity and the ability to coach others to perform in a respectful, professional manner without actual supervisory authority.
• Frequent exposure to sensitive and confidential information; requires a tactful and trustworthy individual to protect the credit union’s interests and member confidentiality.
• Performs tasks with a strong commitment to ethical standards and confidentiality, including compliance with internal policies, procedures, and applicable laws such as BSA; supports high quality member service and proper handling of member information and transactions; avoids or discloses relationships that may present conflicts of interest or compromise the credit union’s values.
• Establishes and maintains effective working relationships with credit union personnel and management; promotes a collaborative team atmosphere.
• Serves as a Vocal Credit Union advocate, representing the organization in a courteous and professional manner at all times.
• Performs tasks safely in accordance with credit union procedures, contributing to overall safety; assists with safety issue resolution and security monitoring during daily operations, including building access and monitoring those present in the facility.

Position Responsibilities

• Assumes primary responsibility for support services in the Financial Service area, engaging with members in person, by telephone, text, or email, and resolving inquiries promptly and courteously; conducts member interviews to determine the best route of assistance.
• Actively cross sells Real Estate loans, Consumer loans, and VISA credit cards.
• Conducts loan interviews, collects required underwriting documents, and analyzes data to approve or deny loan requests.
• Underwrites, funds, and finalizes all loan processes in accordance with regulations, policies, and procedures.
• Prepares and mails Adverse Action Notices.
• Sets up and maintains automatic payments including ACH origination, ACH deductions, and automatic transfers.
• Cross sells and maintains ancillary loan products including debt protection, GAP, and extended warranties; explains features, issues contracts, files claims, processes cancellations, and documents the member’s account accordingly.
• Analyzes credit reports and provides financial education to applicants.
• Maintains existing loans, performing payment reversals, due date adjustments, updates to automatic payments, and skip payments.
• Submits all documents to various agencies to ensure proper lien filings and accurate recording of real estate documents, returning them to Vocal.
• Opens new member accounts and actively cross sells credit union products and services.
• Maintains existing accounts, including updates to joint owners and beneficiaries, changes to address and contact information, online banking password resets, and obtaining updated identification.
• Keeps the work area clean, well maintained, and secure at all times.

Marginal Functions

• May perform Notary services.
• Maintain loan vault, organizing paper documents for record retention and disposing of documents that have reached record retention maturity.
• May serve as a backup Loan Processor.
• Other duties as assigned.

Knowledge, Skills and Abilities

• High school diploma or equivalent required; additional training in financial services, bookkeeping, or accounting is required.
• At least two years of prior similar customer service experience; prior credit union experience may be preferred.
• Strong emphasis on sales and public relations skills; professional business attire and presentation required.
• Ability to conduct member interviews within regulatory guidelines, assist members in accurate completion of product applications, perform basic analysis of member needs, and provide initial recommendations and basic financial services counseling.
• After hire, complete all required E-training coursework as outlined by credit union procedures within defined timeframes; continuous skill upgrading, including suggested completion of other E-training modules, may be required at management’s discretion.
• In the first 90 days, develop extensive knowledge of Credit Union policies and internal procedures to function effectively.
• Good math skills and attention to detail to ensure proper member assistance and accurate documentation of the loan process.
• Must know and comply with all laws and regulations applicable to financial institutions, particularly the BSA and anti-terrorism laws.
• Excellent communication and public relations skills; ability to interview members and prospective members, analyze situations and data, and guide members toward the most appropriate product or service while maintaining the Credit Union’s integrity.
• Strong organizational skills with the ability to gather and present data in a clear, understandable format; solid business writing skills with proper grammar and formatting for legally supportive loan documentation.
• Must have the ability to type and operate general office equipment and computer software including computers, laptops, printers, fax machines, calculators, and scanners; familiarity with Windows-based systems, Word, Excel, and the Credit Union’s internal operating software system.