Branch - Member Relationship Officer

This position requires working weekday shifts and every other Saturday.

Nature and Scope

This position reports to the Branch Manager or Assistant Branch Manager. The Member Relationship Officer is responsible for assisting members with their financial needs while delivering exceptional member service. This position provides personalized financial solutions, processes transactions accurately, and ensures compliance with regulatory standards. The role supports both transactional and account servicing functions, delivering a seamless and consistent member experience.

Requirements

• High School diploma or equivalent and a minimum of one year of previous teller or lending experience required. A combination of education and experience may also be considered.
• Demonstrated ability to build relationships and deliver excellent member service.
• Strong communication skills with the ability to clearly explain products, services, and processes.
• Experience recommending or referring deposit and loan products based on member needs.
• Working knowledge of lending products and processes, or the ability to learn and apply this knowledge.
• Ability to support members through account opening, servicing, and basic lending activities.
• Must have or be able to attain National Mortgage Licensing System registration (NMLS#).
• Ability to stand for long periods of time.
• Successful ability to sell ancillary insurance products.
• Must possess strong problem solving and organizational skills with the ability to manage multiple priorities.
• Ability to use independent judgment and discretion in various situations while maintaining a high degree of confidentiality.
• Experience with, or ability to learn systems and technology used for transactions and account servicing.
• Must develop a thorough understanding of company policies and procedures as they relate to this position.
• Must understand and comply with all job-related State and federal laws and regulations.

Principal Accountabilities

• Build strong member relationships by understanding needs, providing personalized solutions, and resolving inquiries in a timely and professional manner.
• Provide accurate, efficient, and courteous transaction services, including support for commercial accounts.
• Educate members on available digital and automated services and assist with enrollment and usage.
• Assist members with opening new accounts, ensuring accuracy, compliance, and a positive onboarding experience.
• Recommend and promote appropriate deposit and loan products based on member needs, and remain knowledgeable of current offerings and promotions.
• Deliver a seamless member experience by supporting a full range of transaction, account servicing, and lending activities.
• Promote and offer ancillary insurance products, including GAP and Payment Protection as appropriate.
• Works loan pipelines, understands loan documentation and follows through to obtain all required documentation from members.
• Perform operational and support duties, including ATM balancing, transaction verification, overrides, mail processing, and audit support.
• Serve as a resource to team members by providing guidance, training, and support as needed.
• Assist with branch operations, including opening and closing procedures, as needed.
• Participate in required training and development opportunities at headquarters or an off-site location.
• Performs other duties as assigned.