Member Services Officer

About the Role

The Member Services Officer possesses all the essential knowledge of an Associate Member Services Officer and exhibits the ability to perform account maintenance, open all account types, assist and approve members in all areas of consumer lending, and support other services.

Responsibilities

• Passing score on Consumer Lending Program (CLP) exam and completion of the in-person New Consumer Lender Learning Program required within 6 months of hire.
• Assist members in all areas of consumer lending.
• Maintain a current and comprehensive knowledge of credit union products and services.
• 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.
• Basic knowledge of cash operations at the direction of management.
• Organize community events as requested by management.
• 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.
• 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.
• Interact with other departments to facilitate member requests.
• Organize, file, and scan documents daily.
• Process foreign and domestic wires.
• Troubleshoot problems with member accounts, cards, and online access including processing disputes.
• 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.
• Contact members and document efforts regarding deposit and/or loan collection reports as directed by management.
• Execute Notary Public services as requested by management.
• Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
• Participate in additional training and continuing education.
• Regular attendance and punctuality are mandatory.
• Complete additional tasks assigned by management and other administrative duties as needed.

Requirements

• High school diploma or GED equivalent.
• Preferred: Bachelor’s degree, Certified Credit Union Executive Certification, or Associate of Arts/Science degree via the North Carolina Community College Transfer Program (NC-CTP).
• Aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union.
• Excellent communication skills, both verbal and written.
• Demonstrated ability to work independently and as part of a team.
• Self-motivated and dependable.
• Demonstrated ability to problem-solve and use good judgment.
• Active listener and communicator.
• Minimum of 2 years of directly related experience strongly preferred.
• 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.

Work Environment

Office setting with physical proximity to other employees and members. Some background noise from other employees, printers, telephone, and coin machine.

Physical Demands

• Must be able to comprehend and carry out job demands.
• Job requires a substantial amount of sitting.
• Use hands and fingers to press keys on a computer keyboard to enter or retrieve information.
• Use hands and fingers to press telephone keypad and lift telephone receiver.
• Must be able to comprehend phone calls.
• Must be able to lift 10-15 pounds.