Job Description:

WFFCU is currently seeking a Member Service Representative/Loan Originator for our Hopkinton Branch. WFFCU is an EOE/M/F/VETS/Disabled employer.

Summary: Assist members with various account inquiries via face-to-face meetings and by telephone.

Essential Duties and Responsibilities:

• Project a positive and professional attitude.


• Demonstrate exceptional member service to our members both in the branch and on the telephone with professionalism and courtesy, responding efficiently and knowledgeably.


• Adhere to the credit unions Member Service Standards and Telephone Etiquette Standards.


• Promote overall BSA Compliance by adhering to all BSA and OFAC Regulations specific to job function and by assisting BSA Department as necessary with any departmental function specific items.


• Will actively promote the security and privacy of member and employee information through adherence to both information security and physical security policies, procedures, and governing regulations. Training will be completed at least annually for Information Security topics, BSA, and GLBA; annual BSA training will be position specific. Annual training will also include courses on any of the following regulations as they relate to the position described herein: SAFE ACT, Regulations B, C, D, E CC, DD, and Z as well as any training deemed necessary to promote adherence to applicable regulatory requirements.

Lending Responsibilities but not limited to:

• Interview applicants


• Ensure loan applications are complete & correct


• Communicate with applicants to either request or provide information


• Review credit history with applicant(s)


• Submit loan applications for underwriting in a timely manner


• Go over decisions with applicants (approvals/denials/counter offers)


• Collect proper documentation for loan closing & prepare loan documents for closing


• Work closely with the Consumer Lending and Mortgage Departments

Assist members with routine account-related requests such as:

• Opening accounts


• Wire transfers


• Redeem savings bonds


• Foreign currency transactions


• Stop payments


• Check orders


• Checkbook balancing


• Inquiries about deposit products and service charges, ATM and Debit


• Card usage and limits, checking and savings accounts transactions,


• Funds availability


• Check verification requests by third parties


• Research and resolve member problems, acting as the member liaison between other credit union departments when necessary.


• Research member questions regarding electronic funds transfers and initiate Reg E disputes when appropriate, including the completion of all necessary documents and affidavits.


• Perform all member service functions and ask discovery question to identify opportunities to cross-sell credit union products and services.


• Verify information on ATM/Debit Card applications to the information in customer database. Send exceptions to the Electronic Banking department for corrections.


• Perform customer requested research, including printing statement and check copies.


• Transfer funds to cover member overdrafts as directed by Bank Operations.


• Act as backup to the Receptionist/ Safety Deposit Vault Attendant.


• Escort appropriate credit union personnel into the vault and maintain dual control for safekeeping access.


• Open, set timers, and close the safe deposit vault utilizing dual control.


• Maintain the credit unions files for Currency Transaction Reports, customer safekeeping receipts, loan and trust collateral receipts, commercial resolutions, Powers of Attorney, court orders, levies, miscellaneous deposit documentation, and general correspondence.


• Maintain a cash drawer to assist with the overflow of members.


• Work as a Teller on the frontline as needed.


• Other duties as assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications/Requirements

• Ability to read, analyze, and interpret written and oral instruction.


• Ability to present information and respond to questions from members of management and credit union members.


• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.


• Ability to define problems, collect data, establish facts, and draw valid conclusions.

Education/Training Experience

High school diploma or GED and six months to one year of successful cash handling required or enrollment in higher level of education with financial focus. Prior customer service and sales necessary.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is frequently required to stand. The employee is occasionally required to sit and walk. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderate.