Member Engagement Officer (Loan Officer)

Overview

The Member Engagement Officer is responsible for originating, evaluating, processing, and closing consumer, home equity, and business loan applications while ensuring compliance with GHS' policies and regulatory requirements. This role provides high-quality service to members, supports loan growth, and contributes to the overall performance of the lending department.

Essential Functions and Responsibilities

• Conduct thorough interviews with applicants to identify lending needs and offer appropriate solutions.
• Complete accurate loan applications and gather all required documentation.
• Review credit reports, income information, collateral, and supporting documents.
• Utilize established guidelines to assess borrower's creditworthiness and recommend approvals or denials.
• Prepare approved loans for funding, ensuring proper documentation and system accuracy.
• Provide clear communication regarding application status, documentation requirements, and lending decisions.
• Complete outbound calls to existing and potential members for loan opportunities.
• Promote credit union products and services, including but not limited to checking, credit cards, protection products, digital tools, etc.
• Deliver exceptional service that deepens member's relationship with GHS (member loyalty, retention, and overall satisfaction).
• Identify risks or red flags and escalate as appropriate.
• Adhere to all credit union lending policies, procedures, and NCUA/Federal regulations.
• Maintain compliance with Fair Lending, ECOA, HMDA, BSA/AML, and privacy requirements.
• Ensure accurate system data entry and within 24 hours have all signed loan forms and supporting documents uploaded for audit readiness.
• Work collaboratively with all branch teams.
• Provide support for branch staff regarding lending questions.
• Participate in training, team and all staff meetings, and process improvement initiatives.
• Provide respect, professionalism to members and colleagues.
• Participate in outreach or business development activities as assigned.
• Some travel between branches may be required for coverage and support.
• Meet established individual and departmental goals as announced.
• Maintain high level of confidentiality regarding credit union staff and member information.
• Responsiveness to internal and external inquiries and requests; timely follow up and follow through.
• Maintain a professional work environment and business-like appearance.
• Recognizing and presenting cross-sell opportunities to our members with successful results.
• Establish and prioritize daily tasks to meet the operational needs of the credit union.
• Contribution to department efficiency and collaboration.

Education and Experience

• High school diploma or appropriate combination of education and prior lending experience required; Associate's or Bachelor's degree preferred.
• Minimum 3 years of experience in lending or financial services (credit union experience preferred).
• Prior sales experience with successful results.
• Prior experience with Fannie Mae and/or Freddie Mac is beneficial.
• Strong understanding of lending principles, ability to interpret credit reports, compute income calculations, and analyze basic financial data.
• Excellent communication and interpersonal skills.
• Excellent problem solving, critical thinking and analytical skills are required daily.

Benefits

• Competitive salary and benefits package, including health, dental, and vision insurances, retirement plans, and professional development opportunities.
• Opportunity to make a meaningful impact within the community and contribute to GHS FCU's mission of empowering members to achieve financial wellness.

The Member Engagement Officer is required to demonstrate GHS' core values which guide how we serve, connect, and grow together: Integrity – We operate with transparency, honesty, and accountability. Accountability – We show commitment by being present, responsive, and engaged in supporting our communities and helping our members thrive. Innovation – We embrace change and continuously evolve to deliver smarter, simpler ways to bank. Member Service – We treat every member with empathy and respect, offering attentive support and clear guidance at every step of their financial journey. Inclusion – We believe everyone deserves access to safe, affordable financial services.