Member Service Officer - Ketchikan
About The Position
The Member Service Officer is a trusted guide helping members achieve their financial goals. They create meaningful connections by providing accurate, courteous, and solution-oriented service in every interaction. With a strong knowledge of our products and services, the MSO identifies and recommends the best financial solutions for each member. They also play a critical role in supporting loan and deposit operations, maintaining compliance, and ensuring members feel valued and supported every step of the way. Responsible for assisting members with a sense of urgency and priority demonstrating responsibility and ownership of all requests and pending issues. This position is located at our Ketchikan Branch ( 2444 Hemlock St .) Pay Range: $24.66/hr. - $35.90/hr.
Requirements
- High school diploma or equivalent.
- Minimum of six months in financial services, retail, or customer service strongly preferred.
- Strong communication skills with the ability to connect across a variety of platforms and situations.
- Ability to remain composed and helpful when resolving complex or challenging member issues.
- A proactive, problem-solving approach and a commitment to continuous learning.
- Organized and detail-oriented with the ability to balance multiple tasks and deadlines.
- Responsible for abiding by and complying with the policy for compliance with the Bank Secrecy Act and anti-money laundering laws and regulations (BSA/AML) and the policy for compliance with office of foreign asset control laws and regulations (OFAC).
- To be eligible for this position, applicants must be legally authorized to work in the United States without restriction.
Nice To Haves
- Consumer loan experience is preferred.
Responsibilities
- Serve with Purpose Deliver excellent member service in every interaction, both in-person and by phone. Demonstrate urgency and ownership when handling member requests, ensuring efficient, accurate support. Collaborate with branch leadership and peers to strengthen service and leadership skills.
- Support Member Solutions & Transactions Assist members in opening, maintaining, and closing accounts while identifying needs and recommending suitable products. Review and approve transactions within authority, ensuring compliance and risk awareness. Exercise sound judgment and follow defined procedures for flags, overrides, and unusual transactions. Update and maintain all necessary paperwork with regard to member accounts, including member service agreements, account maintenance, certificates and any other paperwork generated by member transactions. Update member information and post deposits/payments. Able to provide members with account history information and explanations of dividend interest calculations and loan payment amortization.
- Lending Excellence Handle all phases of loan origination, interviewing, processing and obtaining all necessary documentation to complete a loan package. Prepare and process all documents and proceeds for approved loans, maintaining all loan documents through closing in an orderly, accurate manner. Guide members through the loan process with clarity and care, making their experience smooth and stress-free.
- Branch Operations & Support Assist in maintaining a secure, organized, and welcoming branch environment. Assist in the maintenance, security and safety of the branch. Follows the procedures for opening and closing the branch. Provide notary services as needed. Help complete daily tasks, uphold operational standards, and contribute to the overall success of the branch.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
