Member Services Officer

SECU•Greensboro, NC

3d•Onsite

About The Position

The Member Services Officer (MSO) possesses all the essential knowledge of an Associate Member Services Officer. MSOs exhibit the ability to perform account maintenance, open all account types, assist and approve members in all areas of consumer lending, and are able to assist in all other services. Passing score on Consumer Lending Program (CLP) exam and completion of the in-person New Consumer Lender Learning Program are required PRIOR to becoming a Member Services Officer. Member Services Officers are granted Tier 1 – Tier 2 Lending Limits (As Assigned). They may independently evaluate and approve or deny loans within their assigned limits, and loans outside their limits should be presented to an officer with appropriate limits with a recommendation for approval or denial. MSOs must maintain a current and comprehensive knowledge of credit union products and services, and independently possess an ability to educate members and make recommendations based on their needs. They are proficient in account maintenance and opening all account types for new members while following MIP procedures. MSOs open and process maintenance on tax advantaged accounts, process foreign and domestic wire transfers, redeem savings bonds, and help order and return foreign currency. They must have basic knowledge of cash operations and be able to assist in balancing the vault, automated teller machines, teller cash dispenser, and coin sorter as directed. They evaluate daily mobile and automated teller machine check deposits, help verify and prepare cash delivery and shipments, and maintain daily and monthly records for various reports. MSOs organize community events as requested by management on a regular basis to enhance Credit Union presence and assist with displays and promoting Credit Union events such as Member Appreciation Days, Back-To-School Supply Drive, and Youth week events. Performance Expectations and Essential Responsibilities include complying with all Credit Union policies and regulatory requirements, ensuring all member information remains confidential and members’ accounts are accessed for business purposes only, and following security and control procedures. They serve members by processing transactions in the appropriate system, which may include balancing a cash drawer. A thorough understanding of SECU Check Acceptance Guidelines and Hold procedures is required. MSOs greet and assist members in a courteous, professional, and timely manner through all service channels, answer phones, and assist members with service requests. They interact with other departments to facilitate member requests, organize, file and scan documents daily, and process foreign and domestic wires. They open basic accounts for existing members including share, money market, checking, and Share Term Certificates, and troubleshoot problems with member accounts, cards, and on-line access, including processing disputes. MSOs are knowledgeable in basic Financial Advisory and Real Estate Services and able to provide quality referrals. They review and take appropriate action on negative checking, NSFB, and Share Below $25 reports, and establish and facilitate member safe deposit box access. They perform subsequent advances on existing open and home equity lines of credit. MSOs contact members and document efforts regarding deposit and/or loan collection reports as directed by management, and attendance at a Collection Training class is required prior to collecting loans. They execute Notary Public services as requested by management, learn CXone and assist MSS as requested, and exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor. Participation in additional training and continuing education to enhance knowledge of branch operations is expected. Regular attendance and punctuality are mandatory. MSOs engage with the community as requested by management by attending community events to enhance Credit Union presence. They complete additional tasks assigned by management and other administrative duties as needed. The modules listed are expected to be completed during the employee’s time in this position, generally within one year.

Requirements

Must have high school diploma or GED equivalent.
Must possess an aptitude for meeting people and developing member confidence, respect, and trust in Credit Union.
Demonstrated proficiency in all responsibilities and requirements of Assoc MSO role.
Must have excellent communication skills, both verbal and written.
Demonstrated ability to work independently and as part of a team.
Meets compliance and regulatory standards in terms of loan processing, loan quality and documentation.
Must be self-motivated and dependable.
Must have a demonstrated ability to problem solve and use good judgment.
Must be an active listener and communicator.
Has completed Consumer Lending Program (CLP) courses and has received a passing score on the CLP Exam.
Has attended the in-person New Consumer Lender Learning Program training.
Has completed all required quarterly training courses & other training assigned by management.
Consistently demonstrates SECU’s Core Values.
Must complete the Credit Unions Core Module Program within 12 months of hire date as a condition of employment.

Nice To Haves

Bachelor’s degree, or CCUE Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP).
Minimum of 2 years of SECU or directly related experience strongly preferred.

Responsibilities

Perform account maintenance.
Open all account types.
Assist and approve members in all areas of consumer lending.
Assist in all other services.
Independently evaluate and approve or deny loans within assigned limits.
Present loans outside limits to an officer with appropriate limits with a recommendation for approval or denial.
Maintain a current and comprehensive knowledge of credit union products and services.
Independently educate members and make recommendations based on their needs.
Open and process maintenance on tax advantaged accounts.
Process foreign and domestic wire transfers.
Redeem savings bonds.
Order and return foreign currency.
Assist in balancing the vault, automated teller machines, teller cash dispenser, and coin sorter as directed.
Evaluate daily mobile and automated teller machine check deposits.
Verify and prepare cash delivery and shipments.
Maintain daily and monthly records for various reports (e.g., return items, forgeries).
Organize community events to enhance Credit Union presence.
Assist with displays and promoting Credit Union events.
Comply with all Credit Union policies and regulatory requirements.
Ensure all member information remains confidential and members’ accounts are accessed for business purposes only.
Follow security and control procedures.
Serve members by processing transactions in the appropriate system.
Balance a cash drawer in accordance with Performance Measurement Criteria if requested by Management.
Understand SECU Check Acceptance Guidelines and Hold procedures.
Greet and assist members in a courteous, professional, and timely manner through all service channels.
Answer phones and assist members with service requests.
Interact with other departments to facilitate member requests.
Organize, file and scan documents daily.
Troubleshoot problems with member accounts, cards, and on-line access, including processing disputes.
Provide quality referrals for basic Financial Advisory and Real Estate Services.
Review and take appropriate action on negative checking, NSFB, and Share Below $25 report.
Establish and facilitate member safe deposit box access.
Perform subsequent advances on existing open and home equity lines of credit.
Contact members and document efforts regarding deposit and/or loan collection reports as directed by management.
Execute Notary Public services as requested by management.
Learn CXone and assist MSS as requested.
Exhibit a positive attitude toward members and teammates.
Maintain professional appearance and demeanor.
Participate in additional training and continuing education.
Engage with the community by attending community events to enhance Credit Union presence.
Complete additional tasks assigned by management and other administrative duties as needed.
Complete Account Research in OnBase module.
Complete ACH/Direct Deposit module.
Complete Member Access Alerts and Multifactor Authentication module.
Complete Cashpoints Global Accounts module.
Complete Credit Cards module.
Complete Debit Cards module.
Complete Estate Basics module.
Complete Financial Advisory Services (FAS) Overview module.
Complete Foreign Currency & Foreign Checks module.
Complete Disputes vs. Fraud module.
Complete Life Stages & Events module.
Complete Mobile Payments & Token Management module.
Complete Payments module.
Complete Transit Procedures module.
Complete Tax-Advantaged Accounts module.
Complete U.S. Savings Bonds module.
Complete Visa DPS System module.