Member Experience Officer (Personal Banker)

Belco Community Credit Union•Harrisburg, PA

4d•$23 - $29•Onsite

About The Position

The Member Experience Officer is a specialized, consultative position within Belco’s Branch Network, designed to drive growth and support branch operations. The role assists and backs up the Assistant Branch Manager with training, mentoring, and operational oversight. It delivers high-quality in-branch member service, provides education about Belco’s products and services, offers tailored financial solutions, performs specialized account and loan servicing, and leads referral activities while upholding Belco’s Quality, Service, and Brand Standards. As a trusted, visible representative of the credit union, the Member Experience Officer is expected to demonstrate professionalism, confidence, and leadership. The role works closely with the Assistant Branch Manager and is positioned for continued career advancement within the organization. The position is based at the Allentown Boulevard Branch in Harrisburg, Pennsylvania, and may require periodic travel to other branches in Belco’s seven-county footprint.

Requirements

High school diploma.
At least 2 years of prior financial experience in a consultative, member-facing role.
Experience with account maintenance, opening new products and services including loans, and providing personalized financial solutions aligned with members’ needs.
Complete and pass the MEO certification program curriculum within 12 months of accepting the position; failure to achieve certification may result in removal from the role and placement as a Member Experience Representative.
Ability to handle cash, including large amounts, and maintain precise transactional records.
Ability to stand for up to 75% of the work shift and move about the branch for most of the day.
Ability to lift up to 25 pounds.
Ability to perform outdoor duties in all seasons while assisting members in drive-through lanes.

Nice To Haves

Higher education.
Two years of experience (listed under preferred education and experience).
Successfully pass the MEO Certification curriculum within 12 months of accepting the position.
Broad knowledge of credit union functions and in-depth knowledge of member compliance, banking regulations, financial technology, lending processes, and member service.

Responsibilities

Lead by example and drive the sales and service culture while representing the Belco Life brand.
Provide efficient, prompt, and accurate service in processing members’ financial and service requests.
Guide members through appropriate delivery channels, including home banking, mobile deposit, online applications, and Interactive Teller Machines (ITMs).
Lead branch calling efforts by regularly reviewing, updating, and calling member and prospect lists.
Maintain accurate sales-tracking records using Synapsys and Lobby Tracker.
Use knowledge of credit union products, services, and member relationships to identify and offer appropriate financial solutions.
Conduct in-depth needs assessments using consultative sales techniques and recommend tailored products and services that support members’ financial wellness.
Prepare and process new member account and loan applications across product types, ensuring accuracy, compliance, and a seamless onboarding experience.
Back up the Assistant Branch Manager with training, staff development, and branch operations.
Handle cash, including large amounts, and maintain accurate transactional records.
Assist members through the loan process, including application input, communicating decisions, settling loans, and explaining future application or settlement methods.
Resolve member concerns and inquiries promptly and professionally, including handling conflicts without escalation.
Assist the Assistant Branch Manager with branch operational activities, including branch settlement and balancing checks, vault cash, card stock, and daily transactions.
Maintain knowledge of and comply with federal and state laws and regulations, Belco policies and procedures, and safety standards; protect member and employee confidentiality.
Identify process improvements that could improve member or team experiences and communicate ideas to Branch Management.
Work cohesively with the team and demonstrate strong interpersonal skills.
Participate in community and professional events.
Represent the credit union courteously, professionally, and confidently to members and the public.
Perform other duties as requested by the Member Experience Assistant Manager or Manager.