Member Services Officer

State Employees' Credit Union•Wilmington, NC

5d•Onsite

About The Position

The Member Services Officer 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. Enhanced Expectations and Responsibilities at this Position Level include passing the Consumer Lending Program (CLP) exam and completing the in-person New Consumer Lender Learning Program within 6 months of hire. This role requires maintaining a current and comprehensive knowledge of credit union products and services, proficiency in account maintenance and opening all account types while following Member Identification Procedures, and processing various financial transactions such as tax-advantaged accounts, foreign and domestic wire transfers, savings bonds redemption, and foreign currency orders. Basic knowledge of cash operations and organizing community events are also expected. Performance Expectations and Essential Responsibilities involve complying with all Credit Union policies and regulatory requirements, ensuring member information confidentiality, following security procedures, serving members by processing transactions, understanding SECU Check Acceptance Guidelines and Hold procedures, greeting and assisting members courteously through all service channels, interacting with other departments, organizing and filing documents, processing wires, troubleshooting member account issues, providing referrals for financial advisory and real estate services, reviewing reports, facilitating member safe deposit box access, performing subsequent advances on credit lines, contacting members regarding collections, executing Notary Public services, exhibiting a positive attitude, participating in training, and maintaining regular attendance and punctuality. Additional tasks assigned by management are also part of the role.

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.
Must have excellent communication skills, both verbal and written.
Demonstrated ability to work independently and as part of a team.
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.
Minimum of 2 years directly related experience strongly preferred.
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 Certified Credit Union Executive Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP).

Responsibilities

Assist members in all areas of consumer lending.
Maintain a current and comprehensive knowledge of credit union products and services.
Proficiency in account maintenance and opening all account types for members while following Member Identification Procedures.
Open and process maintenance on tax advantaged accounts, process foreign and domestic wire transfers, redeem savings bonds, and help order and return foreign currency.
Must have basic knowledge of cash operations at the direction of management.
Organize community events as requested by management.
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 all security and control procedures.
Serve members by processing transactions in the appropriate system.
Thorough understanding of SECU Check Acceptance Guidelines and Hold procedures.
Greet and assist members in a courteous, professional, and timely manner through all service channels – in-person, phone, and digital communication.
Interact with other departments to facilitate member requests.
Organize, file and scan documents daily.
Process foreign and domestic wires.
Troubleshoot problems with member accounts, cards, and on-line access including processing disputes.
Knowledgeable in basic Financial Advisory and Real Estate Services and able to provide quality referrals.
Review and take appropriate action on various reports.
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.
Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
Participate in additional training and continuing education.
Regular attendance and punctuality are mandatory.
Complete additional tasks assigned by management and other administrative duties as needed.