Senior Member Services Officer

SECU · Wake Forest, NC · 2 wk ago

OTHRFull-time

About the Role

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team! 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, evaluate loan applications, and make recommendations for approval or denial. They will also assist in training other employees and act as a mentor to less experienced staff.

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, 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.
Complete Consumer Lending Program (CLP) courses with a passing score on the CLP Exam 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.
Assist with balancing automated teller machines, teller cash dispensers, and coin sorters.
Help verify and prepare cash deliveries 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.
Open and maintain 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 online access, including processing disputes.
Maintain a current and comprehensive knowledge of credit union products and services.
Provide quality referrals for basic Financial Advisory and Real Estate Services.
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.
Organize community events as requested by management.
Complete additional tasks assigned by management and other administrative duties as needed.

Qualifications

High school diploma or GED equivalent required.
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).
Minimum 4 years of directly related experience strongly preferred.
Demonstrated ability to work independently and as part of a team.
Excellent critical thinking, problem-solving skills, and good judgment.
Proven ability to train others and serve as a mentor to less experienced team members.
Aptitude for meeting people and developing member confidence and trust in the Credit Union.
Excellent communication skills, both verbal and written.
Meets compliance and regulatory standards in loan processing, loan quality, and documentation.
Self-motivated and dependable with good time management skills.
Ability to manage competing priorities effectively.
Consistently demonstrates the Credit Union’s Core Values.
Must complete the Credit Union’s Core Module Program within 12 months of hire as a condition of employment.

Job Environment

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

Physical Demands