Job Title: Loan Originator/Member Service Representative
Department: Loan Center
Locations: Onsite, Operations Center (Worcester)
Schedule: Full time, 37.5 hours per week
Reports To: VP of the Loan Center
About Webster First Federal Credit Union
Established in 1928 and driven by a goal to make life more comfortable for our community, Webster First Federal Credit Union has grown to an over one-billion-dollar financial institution, serving over 90,000 members across our banking and lending services. Our mission is to leverage who we are as a credit union to empower our members to live their best financial lives. We focus on members, not profits, and our values of strength, exceptional service, and “New England authenticity” are at the heart of everything we do.
We can’t do it without an exceptional workforce! With approximately 250 employees spread across 15 locations in Massachusetts, Webster First Federal Credit Union is committed to empowering a diverse and inclusive workforce that is representative of the community we serve. Our members come from all walks of life and, not unintentionally, so do our staff. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes us stronger.
Summary
The Member Service Representative / Loan Originator is a dual-role position responsible for delivering exceptional service to credit union members by opening and maintaining accounts, addressing general inquiries, and processing consumer loan applications from start to finish. This role serves as a trusted financial resource to members, helping them achieve their financial goals through knowledgeable product recommendations and efficient, accurate service.
Essential Duties and Responsibilities
Member Services
- Open new personal accounts, including checking, savings, and certificates
- Monitor account funding as part of the account opening process to ensure accounts are properly funded and activated
- Process account maintenance requests (name changes, address updates, etc.)
- Assist members with questions related to their accounts, online banking, debit cards, and credit union services
- Provide accurate information about credit union policies, procedures, and products
- Promote and cross-sell credit union services to deepen member relationships
Loan Origination
- Accept and process consumer loan applications (e.g., auto, personal, overdraft protection)
- Conduct interviews with members to gather required loan documentation and information
- Analyze credit reports and assess applicant qualifications within established lending guidelines
- Make loan recommendations or decisions based on credit union policy and individual lending authority
- Prepare loan documents, disburse funds, and ensure proper loan closing procedures
- Actively promote and cross sell loan protection products including GAP insurance, extended warranties, and debt protection to provide added value to the member and reduce financial risk
- Follow up on outstanding documentation or member inquiries related to loan accounts
Other Duties
- Monitor and manage an active account and loan pipeline to ensure timely follow-up and resolution of outstanding items
- Maintain detailed and up to date notes within the application system so that other team members can easily understand the status and next steps, especially during any absence
- Work closely with internal departments such as underwriting, loan servicing, operations, electronic services, and call center teams to ensure efficient and accurate member service and loan processing.
- Promotes overall BSA compliance by adhering to all BSA and OFAC regulations specific to the job function and assisting the Credit Union’s BSA department as necessary with any departmental function specific items.
- Actively promotes 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.
- Perform other duties as directed.
Qualifications/Requirements
- Strong interpersonal skills with the ability to read, analyze, and interpret oral and written instructions.
- Proficiency with basic math and ability to interpret numerical data.
- Critical thinking and problem-solving skills, including data gathering and analysis.
- Ability to work accurately in a fast-paced environment and manage multiple priorities
- Commitment to confidentiality, security, and regulatory compliance.
- Willingness to complete annual training on topics such as BSA, GLBA, OFAC, SAFE Act, and related regulations.
- Strong personal accountability, including consistent punctuality and adherence to assigned schedules.
Education/Training Experience
- Bachelor’s degree (BA or BS) from a four-year college or university strongly preferred.
- Prior experience in banking or lending is required.
- 1 – 3 years of related experience and/or education; or an equivalent combination of experience and education.
Physical Demands & Work Environment
This role primarily takes place in a professional office environment and involves sedentary work, at a desk or teller station, using a computer, and engaging in phone or video conversations. The noise level is generally moderate. Employees may need to sit or stand for extended periods, move about the office, and occasionally lift, push, pull, or carry items up to 20 pounds. Some repetitive motion including movements (motions) of the wrists, hands, and/or fingers. Employees are required to have visual acuity to perform activities such as transcribing, viewing and using a computer, and reading documents, as well as the ability to communicate verbally with colleagues, supervisors, members, and visitors. Reasonable accommodations will be provided as needed.