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MSR Sales

Company: MCT Credit Union
Location: Port Neches
Posted on: May 23, 2023

Job Description:

Position Title: Member Service Representative (Sales) Department: Contact Center

Classification: Non-Exempt Approved By: CEO


Position Reports To: Contact Center Lending Manager

Positions Supervised: None


Responsible for performing a broad variety of member services such as opening and closing accounts, renewing certificate accounts, and assisting members with their accounts. Answers member questions regarding Credit Union services provided and performs a variety of account maintenance. Cross-sells services and performs related receptionist and secretarial functions as required. Assists or refers members with any and all questions or problems that arise. Attends to all telephone inquiries and transactions for members.

Responsible for receiving, reviewing, and processing applications for consumer, credit card, and overdraft (line of credit) account loans. Responsible for contributing to overall branch loan goals. Speaks with applicants to explain credit policies and to obtain additional loan information and documentation. Presents loan requests to Underwriter for approval as per loan. Ensures that members and prospective members are promptly and professionally served. Provides general Credit Union information and cross-sells services.


This position requires excellent public relations skills and a thorough understanding of Credit Union services, products, lending programs, policies, and procedures as well as related legal requirements. Good organization, accuracy, professionalism, and tact are vital to the successful execution of this position.


Assumes responsibility for effectively receiving, reviewing, and processing loan applications and for the professional performance of Member Service functions.

a. Presents and explains Credit Union services and products to members and assists in meeting their financial needs. Opens and closes accounts. Orders checks for member accounts. Completes payroll deductions and authorization forms.

b. Answers questions and solves problems for members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party. Resolves member bookkeeping and checking account problems. Takes stop payments.

c. Renews and updates certificate accounts.

d. Receives and directs members and telephone calls. Responds to inquiries and questions, if possible, or directs them as necessary. Records and relays messages.

e. Performs file maintenance and account changes as needed.

f. Opens IRA accounts and answers questions regarding IRAs.

g. Interviews, takes applications, gathers information, and processes preliminary documentation on loan requests.

h. Evaluates and verifies loan applications and credit criteria. Computes debt ratios. Verifies employment and income. Determines the value of the collateral. Approves loans within limits of authority and notifies applicants of loan decisions. Requests additional information if required.

i. Coordinates loan closings with loan processor. Ensures that each loan is promptly and properly prepared, documented, processed, approved, and disbursed.

j. Verifies car insurance coverage. Makes car appraisals and/or inspections.

k. Sells credit life, disability, gap protection and extended warranties.

l. Performs duties of area personnel as required.

m. Ensures that lending operations are conducted in accordance with established Credit Union policies and are legally compliant. Ensures that loan requests are properly documented.

n. Complies with Bank Secrecy Act responsibilities.

2. Assumes responsibility for establishing and maintaining effective and professional business relationships with members.

a. Resolves members' requests and questions promptly and courteously. Provides blue book values and answers questions regarding lending policies.

b. Helps members balance their checking accounts.

c. Keeps members properly informed of Credit Union loan policies and services.

d. Ensures that the Credit Union's quality and professional reputation is projected and maintained.

e. Counsels members regarding money management and financial matters.

3. Assumes responsibility for establishing and maintaining effective coordination and communication with area personnel and with management.

a. Assists area personnel as needed. Assists other Member Service Representatives, Management, and Loan Processors.

b. Assists in training and cross-training loan support personnel.

c. Completes reports and records promptly and accurately. Types loans and all supporting documents as required.

d. Attends meetings as required.

e. Keeps Management informed of area activities and of any significant problems.

f. Must be able to work between teller bar and lobby area with ease.

4. Assumes responsibility for related duties as required or assigned.

a. Actively and professionally cross-sells Credit Union services.

b. Stays informed regarding local and national economic conditions and legal and regulatory changes.

c. Ensures proper maintenance, cleanliness, and security of work area, desks, equipment, etc.


1. Member Services and Lending functions are effectively performed in accordance with established Credit Union policies and with legal and regulatory requirements.

2. Good business relations exist with members. Programs and services are properly and thoroughly explained and members' needs accurately assessed. Members' problems are courteous and promptly resolved.

3. Required reports are accurate and timely.

4. Good working relationships exist with area personnel and with management. Area personnel is assisted as needed.

5. Credit applications and related financial data are closely and effectively analyzed and evaluated.

6. Personal delinquency write-off numbers are in line with Credit Union objectives.

7. Credit Union's professional reputation is maintained and conveyed.


Education/Certification: High school graduate with required loan training and certification.

Required Knowledge: Knowledge of Credit Union loan services, policies, and procedures.

Understanding of related legal and regulatory standards, and required loan documentation.

Knowledge of consumer and residential lending practices.

Experience Required: Previous lending experience or experience with full-service financial institutions helpful.

Minimum one-year related experience.

Skills/Abilities: Excellent interviewing, communication, and public relations skills.

Professional appearance and attitude.

Strong analytical and financial skills.

Ability to operate related computer applications, and other business equipment including calculators, typewriter, printer, telephone, and notary stamp.

Good typing skills.

Solid math and bookkeeping abilities.


Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing: Able to hear average or normal conversations and receive ordinary information.

Repetitive Motion: Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Visual Abilities: Average, ordinary visual acuity necessary to prepare or inspect documents or products, or operate machinery.

Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.


None: No hazardous or significantly unpleasant conditions (such as in a typical office).


Reasoning Ability: Ability to deal with a variety of variables under only limited standardization.

Able to interpret various instructions.

Ability to apply common sense understanding to carry out detailed but uninvolved instructions.

Mathematics Ability: Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio and proportion and percentage.

Able to perform very simple algebra.

Language Ability: Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias.

Ability to prepare memos, reports, and essays using proper punctuation, spelling and grammar.

Ability to communicate distinctly with appropriate pauses and emphasis; correct punctuation (or sign equivalent), and variation in word order; using present, perfect, and future tenses.


Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions . click apply for full job details

Keywords: MCT Credit Union, Beaumont , MSR Sales, Sales , Port Neches, Texas

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