Sr Member Services Officer

SECU

22h•Onsite

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. This role involves enhanced responsibilities such as reviewing and approving loans within lending limits that are outside the limits of less experienced staff, providing employee support in resolving member and procedural problems, independently researching and resolving member complaints, and assisting with the supervision of the Member Services Officer area including ensuring credit union policy and regulatory compliance. The position also supports the Member Services Manager with reconciliation of Member Services Representative items including end of day balancing and outage reconciliation. The role emphasizes compliance with all Credit Union policies and regulatory requirements, ensuring member information confidentiality, and following security and control procedures. It also requires completion of Consumer Lending Program (CLP) courses and exam within 6 months of hire.

Requirements

Must have high school diploma or GED equivalent
Minimum 4 years 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 ability to train others and serve as a mentor to less experienced team members
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
Meets compliance and regulatory standards in terms of loan processing, loan quality and documentation
Must be self-motivated and dependable
Must have good time management skills and have demonstrated an ability to manage competing priorities effectively
Consistently demonstrates SECU’s Core Values
Must complete the Credit Union’s Core Module Program within 12 months of hire date as a condition of employment
Completion of Consumer Lending Program (CLP) courses with a passing score on CLP Exam required within 6 months of hire

Nice To Haves

Bachelor’s degree
Certified Credit Union Executive Certification
Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP)

Responsibilities

Review and approve loans within lending limits that are outside the limits of less experienced staff
Assist in training other employees and act as a mentor to less experienced staff
Provide employee support in resolving member and procedural problems
Independently research and resolve member complaints
Assist with the supervision of the Member Services Officer area including ensuring credit union policy and regulatory compliance
Assist Member Services Manager with reconciliation of Member Services Representative items including end of day balancing and outage reconciliation
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
Completion of Consumer Lending Program (CLP) courses with a passing score on CLP Exam required within 6 months of hire
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
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
Assist with balancing automated teller machines, teller cash dispenser, and coin sorter
Help verify and prepare cash delivery and shipments as directed by management
Interact with other departments to facilitate member requests
Organize, file and scan documents daily
Process foreign and domestic wires
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
Troubleshoot problems with member accounts, cards, and on-line access including processing disputes
Maintain a current and comprehensive knowledge of credit union products and services
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
Execute Notary Public services as assigned
Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor
Research and resolve member complaints
Participate in additional training and continuing education
Organize community events as requested by management
Regular attendance and punctuality are mandatory
Complete additional tasks assigned by management and other administrative duties as needed