Mountain America Credit Union

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Member Experience Officer (MEO) Position in Various Locations

5/8/2024

Member Experience Officer (MEO) Job Description:

SCHEDULE

Full Time: Monday – Friday 8:45am – 6:15pm; Rotating Saturdays 8:45am – 2:15pm

Day off during the week when a Saturday is worked.

At Mountain America, we are committed to taking care of all our employees.

Starting competitive + $2.00 Location Allowance. Pay can increase depending on experience, plus incentives
Performance reviews with opportunities to increase compensation
Excellent medical and dental benefits with minimal employee contribution (full time employees)
Paid time off, volunteer time off, and paid holidays
Matching 401K
Tuition assistance
Professional development
And more!

To be effective, an individual must be able to perform each job duty successfully.

Member Focus

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 those transactions, which could include opening new accounts, servicing existing accounts, and explaining our products and services that best suit our member’s needs .
Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, technology and cross-sells products and services as needs arise through a consultation approach .
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 of the problem, providing the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution.
Follows up with member interactions with thank you notes and phone calls using the MACU (222) approach

Loan Servicing

Prepares and disburses loans within lending limits and credit union guidelines
Originates loans by accepting and reviewing loan applications, interviewing loan applicants, reviewing credit report and cross-sells loans.
Prepares loan documentation, initiates credit reports and conducts closings for home equity, personal, and auto loans
Complies with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS) and other regulations as required by law as it relates to his/her position

Cash Transactions

Accurately maintains cash drawer.
Accurately and efficiently processes transactions in accordance with established policies and procedures
Assists in the opening and closing procedures of the branch
Responsible for Branch Security which includes vault combinations, security codes, and member information
Handles all transactions with accuracy and courtesy, while maintain privacy and security.

Other Responsibilities

Acts as a liaison to Business Services Reaches out to the community through outbound phone calls and by attending SEG events
Performs Teller duties as needed
Represents the credit union in a professional manner, both in dress and in actions
Keeps work area neat and clean
Responds to email/voicemail/missed calls/other communication in a timely manner
Actively participates and completes product knowledge courses
Complies with all regulations as required by law
Performs other duties as assigned

KNOWLEDGE, SKILLS, and ABILITIES
The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

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.
Ability to communicate effectively using written and verbal communication

Education
High school diploma or equivalent

Licenses, Certificates, Registrations, Trainings

To be completed during the first 90 days:

Valid Driver’s license required.
MSR Certification Package:
- Teller Follow-up Training
- MSR Sales Certification
Annual FSR Certification

Training to be completed generally during the first 90 days:

New Account Training
IRA Training
Loan Training
Loan Follow-up Training
Notary Public
NMLS Certification
Must be able to qualify annually as a Mortgage Loan Originator under S.A.F.E Act Registration

Computer/Office Equipment Skills

Basic computer operating skills
Beginner to intermediate skills in Microsoft Office (Outlook, Word, Excel)
Type a minimum of 35 words per minute preferred
Symitar experience preferred

Managerial Responsibility

No supervisory/managerial responsibilities

Other Skills and Abilities

Thorough knowledge of credit union policies, procedures and regulations
Ability to prepare loan documents and cross-sell financial services of the credit union to ensure quality service
Ability to perform mathematical calculations
Ability to communicate effectively using written and verbal communication

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently
Ability to stand, walk, kneel and crouch occasionally

Vision Requirements