A Day in the Life:

The eServices Specialist/Loan Officer provides a comprehensive member experience by assisting members, primarily through written communication, to review their overall financial situation and make product and/or service recommendations. The position uses sound judgment, professionalism, integrity, accuracy, verification, and expediency in providing superior service to members.

Schedule

• This position requires working a 40 hour week during eServices hours of operations
  • Monday – Friday hours vary between 7:00am and 9:00pm and Saturday from 8:45am to 5:00pm
• Employees work every third Saturday and receive a consistent day off during the week to offset their hours
• Scheduled hours could change based on business need and future department growth

Pay & Benefits

• This position starts at $18.00/hour and includes shift premiums of an additional $2.00/hour for scheduled evening & Saturday hours
• 100% company-paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
• 401(k) with a 2:1 Match
• Tuition Reimbursement
• 12 Weeks Paid Parental Benefit

Work Location

This position is a hybrid role offering the ability to work from home and from our Headquarters 2 building in East Lansing. A hybrid schedule currently requires at least one day onsite.

How you can be successful in this role:

• Assist members in a friendly, professional manner and support the Credit Union mission statement via email, ComputerLine, Live Chat and when necessary, on the telephone or in person, with their financial transactions using the in-house computer system and specialized e-commerce software programs
• Communicate to members with a thorough, professional, and friendly response
• Actively participate in Credit Union initiatives and promotions and achieve assigned goals
• Demonstrate adaptability and a positivity when faced with complex situations
• Analyze, research, and resolve member issues
• Use knowledge and judgment to protect members and the Credit Union from loss
• Understand and comply with regulations relating to financial products and services
• Educate current and prospective members about Credit Union products and services
• Manage time efficiently and take initiative within the department; seek opportunities to develop or enhance knowledge
• Actively participate in training activities within the department and with the Learning and Development team to ensure compliance with Credit Union policies as well as state and federal regulations and laws
• Perform other duties and assist others, as assigned

What skills, knowledge, abilities you can bring to the role:

• High school diploma or equivalent required
• Strong written and verbal communication skills
• Grammatical and typing skills with an emphasis on accuracy
• Analytical skills and the ability to work independently
• Interpersonal skills
• Sales skills including product expertise, initiative, active listening, empathy
• Knowledge of, or the ability to learn Credit Union systems, products, services and procedures
• Ability to multitask and prioritize

Career Path/Growth Opportunities for eServices Specialist:

Additional responsibilities include, but are not limited to:

• eServices Specialist II:
• Process new account and Visa applications independently
• Process and approve member loan applications with support from others, utilizing credit reports, provided applicant information, account history, and members’ relationship to make informed decisions
• eServices Loan Officer I:
• Ability to process and approve member loan applications independently
• Assume risk and utilize lending limits commensurate with level
• Contact members by phone when necessary to clarify details of applications or securely verify details of member requests for advanced transactions such as ACH origination or wire transfers
• eServices Loan Officer II:
• Disburse member loan applications and ensure that loans are set up completely and accurately
• Assist and mentor eServices employees through new employee, wire, and new account trainings
• Confidently assume appropriate risk in situations of greater complexity and utilize lending limits commensurate with level
• Handle escalated member situations with support from others and take appropriate action to resolve them
• eServices Loan Officer III:
• Assist members and coworkers with greater depth of knowledge of products, services, and procedures, becoming a known resource throughout the department
• Assist and mentor eServices employees in reviewing applications, approve loans which exceed others’ lending authority
• Assist in leading department trainings
• Process, review, and close home equity loans with support from others

• Senior eServices Loan Officer:
  • Assist members and coworkers with greater depth of knowledge of products, services, and procedures, becoming a known resource throughout the Credit Union
  • Process, approve, and close home equity loans independently
  • Provide employees with direction and perspective regarding complex decision making on approving products and services

To learn more about additional growth opportunities, visit https://www.msufcu.org/training

Physical Demands and Work Environment

• May be required to remain in a stationary position for an extended period of time
• Ability to operate standard office technology, equipment and tools, which may include many hours of computer and phone usage
• Occasionally needs to move about inside of office area
• Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure
• This position is able to work in hybrid or onsite working arrangements

Experience

• 1 - 5 years: Financial Industry Experience
• 1 - 5 years: Customer Service Experience

Education

• High School or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)