Tower Federal Credit Union · 5 hours ago
Senior Branch Member Service Representative
Columbia, Maryland, United States
Full-time
Onsite
Mid, Senior Level
$32.69/hr - $40.86/hr
1+ years expTower Federal Credit Union is a financial institution seeking a Senior Branch Member Service Representative who will support the Branch Manager in overseeing daily activities of the branch. This role involves providing high-level service to members, coaching MSRs, and ensuring compliance with security procedures.
Financial Services
No H1B
Security Clearance Required
Responsibilities
Reviews Tower Federal Credit Union (TFCU) and branch security procedures with MSRs to support risk management; overall safety and soundness of the credit union; and to ensure that MSRs maintain an awareness of security risks in the areas of member identification, elder abuse, membership eligibility, confidentiality, phishing/vishing attempts and overall physical branch security. Reports any suspicions immediately to appropriate person or department. Ensures attendance at required quarterly branch security training. Responsible for reviewing branch referral reports and assists with the auditing of XA accounts for accuracy
Supports the Branch Manager in directing, prioritizing, and coordinating the daily work activities of branch MSRs. Oversees timely, effective, and excellent service to members by MSRs. Makes independent decisions that directly effect TFCU (i.e. fraud, loss prevention, service, good will). Acts as Branch Manager when necessary
Provides MSRs with the leadership, guidance, coaching, and training needed to develop their skills; oversees the cross-selling efforts of the MSRs by ensuring that they have in-depth knowledge of all Tower consumer loan, mortgage, and savings products, services, regulations, and procedures. Resolves sensitive and complex issues or exceptions in an expedient, decisive manner. Provides significant documented input into MSR performance appraisals
Analyzes and evaluates credit reports and Deluxe Detect reports; coaches MSRs to assist them in determining best options for members. Monitors effective cross selling of products and services to include assessing members’ profiles for additional cross selling opportunities
Requires the flexibility to work variable hours for various reasons. Includes resolving branch balancing issues, supervising the testing of new releases and being available to provide access to the branch during non-business hours to support Credit Union needs
Provides signature guarantees in compliance with the Medallion Signature Guarantee Program and as regulated by the Securities and Exchange Commission
Acts as supervisor for teller staff when necessary, to include disbursing/receiving cash between vault and tellers, calculating and ordering sufficient change fund (for Branch and ATMs), verifying incoming cash delivery from armored carrier, performing overrides, assisting tellers with problems/balancing issues and ensuring vault/accounting center is in balance. Performs teller duties as needed and assures the security of cash drawer and negotiable instruments (see Teller job description)
Reviews and approves loan applications for MSRs with lower or limited authority. Reviews loans with more complex documentation (i.e. Airplane, Mobile Home, documented Vessels and loans secured by Stocks and Bonds). Responsible for informing the member of the underwriting decision, including any counter offers, stipulations for loan approval or any suggested alternative loan products. Processes and disburses loans in accordance with the terms of the loan approval and TFCU’s policies and procedures
Provides final review for certificate paperwork and also reviews IRA paperwork for accuracy and completeness prior to it leaving the Branch. Researches any discrepancies in information, determines the source and takes necessary corrective action
Reviews legal documents such as Power of Attorney, divorce decrees for child support and alimony, lease agreements and income tax returns to determine that they are authentic and valid for the purpose provided
Obtains commission and acts as Notary Public
Responsible for auditing and reviewing daily new account savings/loans reports
Performs related duties as assigned
Qualification
Required
Associates' degree plus one to two years' progressively responsible experience in the financial services field
Demonstrated successful experience in a sales and service environment that included direct experience with new accounts, consumer loans, and knowledge of mortgage products
Or, an equivalent combination of education and experience
Ability to apply concepts of fractions, percentages and proportions to practical situations
Ability to compute rate, ratio and percent
Ability to reconcile and balance transaction records
Ability to operate Microsoft Office applications (Word, Excel) and perform applications satisfactorily
Ability to operate a PC in an Internet environment and to assist others with such operation
Ability to operate a 10 key calculator
Ability to read and interpret member tax and financial documents to support loan decisions
Ability to read, analyze and interpret procedure manuals (operational or technical)
Ability to write routine reports, internal and external communications and procedural manuals
Ability to provide explanation or instruction in one-on-one situations either in person or over the telephone, concerning operational and technical issues
Ability to present ideas and concepts and respond to questions in one on one situations with dealerships, members, employees and external vendors in person or over the phone
Ability to uncover inaccuracies in loan applications due to misrepresentation, fraud or data entry errors and to address these inaccuracies directly and tactfully with dealership staff for resolution
Ability to recognize and uncover objections and roadblocks to closing loans and effectively address resolve these issues, resulting in positive relationships and increased business
Ability to find solutions to approve or counter more applications for members with good credit history
Ability to write effective, concise and complete correspondence to TFCU members on a daily basis
Ability to define problems, collect data, establish facts and draw valid conclusions
Ability to focus on detail and verify accuracy of numbers and text
Ability to solve problems with many variables in a variety of situations
Ability to interpret a variety of technical instructions in written, mathematical or diagram form
Ability to prioritize diverse job assignments and meet established deadlines
Ability to complete tasks with a high degree of accuracy and attention to detail
Ability to handle a multitude of tasks in a high stress loan environment
Ability to determine needs and serve others
Ability to respond to sensitive inquiries and complaints in a timely, effective manner
Ability to maintain sensitive and confidential information
Ability to provide constructive feedback to members concerning loan applications
Ability to determine needs and sell appropriate solutions to others
Ability to persuade others to consider alternative course of action
Ability to get along with colleagues and management
Benefits
$1000 Signing/Retaining bonus as of 1/20/2025.
Exceptionally low medical premiums
Company
Tower Federal Credit Union
Tower Federal Credit Union was founded in 1953
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Richard Stafford
President & CEO
Recent News
Maryland Daily Record
2026-01-03
Tower Federal Credit Union
2025-09-04
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