Sr MSR

Job Description

Job Description

Position Title: Senior MSR – Band 4Reports To: Branch Manager

Grade Level: 7

Full Salary Range: $21.47 - $32.21

Hiring Salary Range: $21.47 - $26.83

Responsible for supervising the MSR area and functions, ensuring overall smooth operation of the branch. Perform member transactions, analyze member requests to determine their financial needs, and cross-sell products and services to meet those needs. Provide support to staff in assisting with complex situations or transactions. Also responsible for assisting Branch Manager and staff in controlling delinquency. The individual will be cross-trained to perform the responsibilities of a Member Service Representative (MSR), Assistant Branch Manager (ABM), and Branch Manager (BM).Duties must be accomplished in compliance with federal and state laws and in accordance with the credit union’s policies and procedures and with constant attention to Alero Financial’s creed, vision, mission and goals.

Branch Administration

• Monitor performance behaviors, coach and document behaviors of the MSR staff.
• Discuss potential performance problems with the Branch Manager.
• Track effective member service skills being applied by staff and reward such skills with recognition and positive feedback.
• Assist the Branch Manager in achieving corporate and branch goals and objectives while maintaining branch standards.

Branch Operations

• Ensure all MSRs are in balance at the close of each day. Assist in resolving discrepancies and verify that all monies are secured in line with established procedures.
• Retrieval of working cash for all MSRs as needed and balancing of the cash vault at the end of each day.
• Approve and authorize override transactions within range of authority.
• Responsible for training MSRs, stressing the importance of utilizing strong member service skills, accuracy and cross-selling of services.
• Order vault cash on an as-needed basis. Verify delivered currency under dual control.
• Responsible for the opening, closing and ongoing management of the branch in accordance with established procedures in the absence of the Branch Manager or Assistant Branch Manager.
• Assist with supply inventory, ensuring sufficient supplies are on hand to effectively handle daily transactions.
• Handle member complaints or problems in an effective, professional manner.
• Monitor and review daily and monthly reports.
• Perform all duties normally performed by MSRs.

Business Development

• Telemarketing and written correspondence to increase multiple account relationships and increase member satisfaction at the direction of the Branch Manager.
• Generate leads for Business Development/Branch Manager as well as developing local branch marketing ideas.

Loan Administration

• Along with Branch Manager, process and prepare documentation of new loans to ensure adherence to legal and credit union requirements.
• Along with Branch Manager, collect on delinquent accounts and negative shares assigned to the branch.
• Assist Branch Manager in establishing and enforcing controls within the branch to ensure the processing of member loan requests are within an appropriate timeframe as stated within the branch standards.
• Evaluate and approve member loan requests in accordance with Alero's policies/procedures.
• Establish repayment schedules, interest rates, etc.; ensure that all loans are processed in compliance with appropriate laws, regulations and credit union policies, to include perfecting liens/security interests when applicable.
• Prepare and complete loan documentation upon approval.
• Disburse loan proceeds as authorized and directed by appropriate loan level officers.
• Notify members whose loan requests have been denied and provide required documents to applicants within established time guidelines. May assist applicants in exploring other means of meeting financial obligations.
• Responsible for the audit of all loan paperwork and maintenance of weekly and monthly statistics of loan approvals and rejections.
• Responsible for cross-selling debt cancellation, MRC, GAP and all other Alero products/services.

Other Responsibilities

• Represents Alero Financial at community events and outreach activities to promote products/services, build relationships, enhance visibility, and support member and local engagement efforts.
• This position is a floating role that will provide coverage and support across multiple branch locations, as needed. The individual will be cross-trained to perform the responsibilities of a Member Service Representative (MSR), Assistant Branch Manager (ABM), and Branch Manager (BM).
• All other duties as assigned.

Education

• High school graduate.
• Three years of experience in credit union or other related field.

Competency

• Capable of training and instructing others through effective communication.
• Ability to reason and resolve problems is crucial.

Benefits:

• Health, Vision, Dental Insurance
• Long-term Disability Insurance
• Critical Illness
• Life Insurance
• 401(k) match
• Profit sharing
• PTO
• Flexible Spending Account
• Tuition Reimbursement
• Pet Insurance
• Commuter Benefit

Applicable federal and multi-state regulations including, but not limited to:

• Federal Credit Union Act
• NCUA Regulations / Lending (12 CFR)
• Truth in Lending (Reg Z) / Truth in Savings (Reg DD)
• Electronic Fund Transfer Act (Reg E)
• Equal Credit Opportunity Act (Reg B)
• Fair Credit Reporting Act / FACTA
• RESPA / HMDA
• Bank Secrecy Act / USA PATRIOT Act / OFAC / AML
• Expedited Funds Availability (Reg CC) / Check 21
• Gramm-Leach-Bliley Act
• NCUA Privacy & Security
• UDAAP / E-SIGN Act
• Illinois Credit Union Act
• Illinois Consumer Fraud Act
• Illinois Personal Information Protection Act
• Illinois Identity Theft Protection Act
• Illinois UCC / BIPA
• State lending laws
• State data privacy laws
• Unclaimed property laws
• State consumer protection statutes

While performing the duties of this job, the employee is frequently required to sit, view information on a computer screen, and talk or hear. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.