Member Services Officer

State Employees' Credit Union • Greensboro, NC

1d • 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 a passing score on the Consumer Lending Program (CLP) exam and completion of the in-person New Consumer Lender Learning Program prior to becoming a Member Services Officer. Member Services Officers are granted Tier 1 – Tier 2 Lending Limits (As Assigned). They can 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. They 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. Proficiency in account maintenance and opening all account types for new members while following MIP procedures is required. They will also open and process maintenance on tax-advantaged accounts, process foreign and domestic wire transfers, redeem savings bonds, and help order and return foreign currency. Basic knowledge of cash operations is required, and they must be able to assist in balancing the vault, automated teller machines, teller cash dispenser, and coin sorter as directed by management. They will 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. They are also expected to organize community events and assist with displays and promoting Credit Union events. Performance Expectations and Essential Responsibilities include complying with all Credit Union policies and regulatory requirements, ensuring member information remains confidential, and following security and control procedures. They will serve members by processing transactions, balancing a cash drawer if requested, and thoroughly understanding SECU Check Acceptance Guidelines and Hold procedures. Greeting and assisting members in a courteous, professional, and timely manner through all service channels is essential. They will answer phones, assist members with service requests, interact with other departments, and organize, file, and scan documents daily. Processing foreign and domestic wires, opening basic accounts, and troubleshooting problems with member accounts, cards, and on-line access are key duties. They should be knowledgeable in basic Financial Advisory and Real Estate Services and provide quality referrals. Reviewing and taking appropriate action on negative checking, NSFB, and Share Below $25 reports, and establishing and facilitating member safe deposit box access are also required. Performing subsequent advances on existing open and home equity lines of credit, contacting members regarding deposit and/or loan collection reports, and executing Notary Public services are part of the role. They are expected to learn CXone, assist MSS as requested, exhibit a positive attitude, participate in additional training, and maintain regular attendance and punctuality. Engaging with the community and completing additional tasks assigned by management are also expected. Modules are expected to be completed during the employee's time in this position within one year to gain necessary knowledge.

Requirements

• High school diploma or GED equivalent.
• 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.
• 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.
• Self-motivated and dependable.
• Demonstrated ability to problem solve and use good judgment.
• Active listener and communicator.
• Minimum of 2 years of SECU or directly related experience strongly preferred.
• 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).

Responsibilities

• Perform account maintenance and open all account types.
• Assist and approve members in all areas of consumer lending.
• Independently evaluate and approve or deny loans within assigned limits.
• Present loans outside of assigned limits to an officer with appropriate limits and a recommendation.
• Maintain comprehensive knowledge of credit union products and services and educate members.
• Open and process maintenance on tax-advantaged accounts.
• Process foreign and domestic wire transfers.
• Redeem savings bonds and order/return foreign currency.
• Assist with cash operations, including balancing the vault, ATMs, teller cash dispensers, and coin sorters.
• Evaluate daily mobile and ATM 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 and assist with displays and promotions.
• Comply with all Credit Union policies and regulatory requirements.
• Ensure member information confidentiality and proper account access.
• Follow security and control procedures.
• Serve members by processing transactions in the appropriate system.
• Balance a cash drawer if requested by Management.
• Understand SECU Check Acceptance Guidelines and Hold procedures.
• Greet and assist members courteously and professionally 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 referrals for basic Financial Advisory and Real Estate Services.
• Review and take appropriate action on negative checking, NSFB, and Share Below $25 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.
• Execute Notary Public services as requested by management.
• Learn CXone and assist MSS as requested.
• Exhibit a positive attitude and maintain professional appearance and demeanor.
• Participate in additional training and continuing education.
• Engage with the community by attending events.
• Complete additional tasks assigned by management and other administrative duties.

Benefits

• Equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED