JOB SUMMARY 

The Member Service Coordinator III (MSC III) serves as a senior-level resource for members and staff, delivering exceptional service while providing guidance on complex transactions and lending needs. In addition to all responsibilities of an MSC II, this role has full lending authority, including the ability to process, underwrite, and close loans. The MSC III supports branch operations by serving as a mentor to branch staff.

KEY RESPONSIBILITIES

Member Services

• Opens new accounts, including Trusts, Rep Payee, IRA, Estate and Organizational accounts, while ensuring proper documentation and compliance with Credit Union policies.
• Provides support to existing accounts (e.g., resetting passwords, setting up/modifying Transfer Files and ACH payments, processing Stop Payments, facilitating Wire Transfers, converting accounts). 
• Provides information to current, new, and potential members concerning membership eligibility, account types, loan products, services and member benefits. 
• Functions as a trusted advisor to members by recommending appropriate products and services and counseling on how to improve members’ financial situation.
• Proactively reaches out to current members through follow-up calls to enhance relationships and retain membership.
• Answers incoming calls and Member Service emails in a professional, timely and courteous manner.
• Performs adjustments, corrections, or refunds fees within their authority, or seeks approval from proper parties to do so.
• Researches and investigates inquiries and concerns regarding member accounts and provides timely resolution.
• Promotes an environment of exceptional member service that provides sound financial wellness and consultative advice for our members.
• Assumes operational responsibility for their assigned branch, including opening and closing procedures, when another member of leadership is not present. 
• Provides security overrides to other staff, ensuring adequate control of transactions.
• Serves as a mentor and role model to Tellers and MSC team members.
   

Lending

• Exercises full loan officer authority, including processing, underwriting, approving, and closing consumer loan products within assigned authority in accordance with the Consumer Lending Policy and Processing Guide, applicable NCUA and Federal laws.
• Pulls credit reports, verifies debt, calculates debt-to-income and loan-to-value ratios, and completes loan documentation. Review credit reports for refinance opportunities.
• Provides consultative loan counseling to members, recommending appropriate credit solutions and identifying opportunities for deeper engagement using member profile and credit reports and benefits of Lending Protection products.
• Researches, analyzes, and resolves discrepancies related to member loans.

Tellering

• Assists on the teller line as needed ensuring compliance with the Key Responsibilities outlined in the MSC I & II position descriptions.
   

Compliance and Administration

• Completes all required paperwork and data input accurately, in compliance with Credit Union policies and procedures.
• Understands the Credit Union’s financial goals and strategic direction.
• Stays updated on Credit Union products, services, and compliance regulations, ensuring adherence to established standards and guidelines.
• Understands all security and responsibilities of the departments within the Credit Union.
• Supports the day-to-day operations and efficiencies of the branch.
   

Performance and Training

• Consistently meets or exceeds performance goals as established by management. 
• Meets all internal training requirements for this position, annually.
   

Additional Functions

• Attend meetings, training courses, and seminars.
• Perform clerical support duties as necessary.
• Assist in other departments as necessary.
• Performs other functions as required.

Skills, Knowledge and Experience

• Minimum: High school diploma or equivalent.
• Minimum of two years of member/customer relations experience, including direct consumer lending responsibilities, preferably with a Credit Union or other financial institution.
• Excellent member service and effective verbal and written communication skills.
• Strong cross-selling skills.
• A commitment to providing exceptional member service.
• Ability to work independently and as part of a team.
• Self-motivated with a strong initiative and ability to manage multiple tasks.
• Strong knowledge and understanding of financial products and services.
• Advanced problem-solving and decision-making capabilities.
• Must have basic keyboarding and data entry skills including a working knowledge of Outlook, Word, and Excel.
• Dependable and detail-oriented.
• Intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.).

Experience with Fiserv Portico a plus.

This position description is not a complete statement of all duties and responsibilities comprising your position. 

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