Senior Member Services Officer

Purpose

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

• Review and approve loans within lending limits that are outside the limits of less experienced staff.
• Aid 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.
• Aid the Member Services Manager with reconciliation of Member Services Representative items including end of day balancing and outage reconciliation.

Performance Expectations and Essential Responsibilities

• 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.
• Aid members in all areas of consumer lending.
• Contact members and document efforts regarding deposit and/or loan collection reports as directed by management.
• Process transactions in the appropriate system.
• Thoroughly understand 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.
• Aid in balancing automated teller machines, teller cash dispenser, and coin sorter.
• Interact with other departments to facilitate member requests.
• Organize, file and scan documents daily.
• Process foreign and domestic wires.
• Proficient 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.
• 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.

Minimum Requirements

• High school diploma or GED equivalent.
• Preferred – Bachelor’s degree, or Certified Credit Union Executive Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP).
• Minimum 4 years directly related experience strongly preferred.
• Demonstrated ability to work independently and as part of a team.
• 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.
• Demonstrated aptitude for meeting people and developing member confidence, and trust in Credit Union.
• Excellent communication skills, both verbal and written.
• Must meet compliance and regulatory standards in terms of loan processing, loan quality and documentation.
• Self-motivated and dependable.
• Good time management skills and 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.

Job 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.

Disclaimer

State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.