Senior Member Services Officer

About the position

The Senior Member Services Officer should have a broad knowledge of all branch operational procedures. Sr. MSOs will assist with resolving member issues and complaints across all delivery channels. Sr. MSOs will evaluate loan applications and make recommendations for approval or denial, while also assisting in training other employees and act as a mentor to less experienced staff. Enhanced Expectations and Responsibilities at this Position Level include being granted Tier 3 – Tier 5 Lending Limits (As Assigned) and being able to approve loans within those limits. They will review and approve loans within lending limits that are outside the limits of less experienced staff, provide employee support in resolving member and procedural problems, and independently research and resolve member complaints. Additionally, they will assist with the supervision of the MSO area including ensuring credit union policy and regulatory compliance.

Responsibilities

• Assist with resolving member issues and complaints across all delivery channels.
• Evaluate loan applications and make recommendations for approval or denial.
• Assist in training other employees and act as a mentor to less experienced staff.
• Review and approve loans within lending limits that are outside the limits of less experienced staff.
• Provide employee support in resolving member and procedural problems.
• Independently research and resolve member complaints.
• Assist with the supervision of the MSO area including ensuring credit union policy and regulatory compliance.
• Assist MSM with reconciliation of MSR items including end of day balancing and outage reconciliation.
• Work Branch Operations Risk Assessment sections as requested by ABM/VP/SVP.
• Assist with Facility issues at the branch at the direction of ABM/VP/SVP.
• Comply with all Credit Union policies and regulatory requirements.
• Ensure all member information remains confidential and members’ accounts are accessed for business purposes only.
• Assist members in all areas of consumer lending.
• Contact members and document efforts regarding deposit and/or loan collection reports as directed by management.
• Serve members by processing transactions in the appropriate system.
• Greet and assist members in a courteous, professional, and timely manner through all service channels.
• Assist with balancing automated teller machines, teller cash dispenser, and coin sorter.
• Organize, file and scan documents daily.
• Process foreign and domestic wires.
• Maintain a current and comprehensive knowledge of credit union products and services.

Requirements

• Must have high school diploma or GED equivalent.
• Minimum 4 years of SECU or directly related experience strongly preferred.
• Demonstrated ability to work independently and as part of a team.
• Must have demonstrated excellent critical thinking and problem-solving skills, and good judgment.
• Demonstrated proficiency in all areas of responsibility of the MSR and MSO roles.
• Demonstrated ability to meet members’ needs in the area of consumer lending.
• Demonstrated ability to make lending decisions consistent with SECU loan policies.
• Must possess an aptitude for meeting people and developing member confidence, and trust in Credit Union.
• Must have excellent communication skills, both verbal and written.
• Must be self-motivated and dependable.
• Must have good time management skills and have demonstrated an ability to manage competing priorities effectively.

Nice-to-haves

• Preferred – 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).