Lead Member Services Officer

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

Purpose

Lead Member Services Officers should have a broad thorough knowledge of all branch operational procedures. Lead MSOs will assist with resolving member issues and complaints across all delivery channels and mentor less experienced staff.  Lead MSOs are expected to be leaders in the branch, to manage the branch in the absence of the VP/SVP and Assistant Branch Manager, and take a leadership role in loan underwriting, ensuring team member training is completed, and/or collections.  They should be willing to assist and supervise in all areas of branch operations.  

Enhanced Expectations and Responsibilities at this Position Level*

• Assist in the management of the branch.

• Take a leadership role in the branch for one or more of the following:

  • Oversee loan review processes to ensure that loans are underwritten in accordance with SECU policy and that all staff are up to date with lending policies.

  • Supervise the collections process for the branch office.

  • Serve as a mentor for newer staff in all areas of Member Services Officer operations.

  • Take leadership role in any other area(s) identified by management

• Act as a liaison(s) to Loss Mitigation and submit any required reporting of collection efforts conducted by branch staff. 

• Serve as a resource in specialized deposit accounts and survivor relations.:

• Assist Mortgage Loan Originations in non-Mortgage Loan Origination functions.

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.  Passing score on CLP Exam required within 6 months of hire.

• Assist members in all areas of consumer lending.  

• Review and approve loans within lending limits that are outside the limits of less experienced staff.

• 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. 

• 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.

• Assist with balancing automated teller machines, teller cash dispenser, and coin sorter.

• Help verify and prepare cash delivery 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.

• Proficiency in account maintenance and opening all account types for new 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.

• Perform subsequent advances on existing open and home equity lines of credit.

• Execute Notary Public Services as assigned.

• Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.

• 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 including 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.

• Organize community events as requested by management.

• Participate in additional training and continuing education.

• Regular attendance and punctuality is mandatory.

• Complete additional tasks assigned by management

Minimum Requirements

• Must have 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 7 years of directly related experience strongly preferred.

• Demonstrated ability to work independently and as part of a team.

• Must have demonstrated excellent critical thinking skills and problem-solving skills, and good judgment.

• Demonstrated ability to train others and serve as a mentor to less experienced team members.

• Must possess an aptitude for meeting people and developing member confidence, and trust in Credit Union.

• Must have excellent communication skills, both verbal and written.

• Meets compliance and regulatory standards in terms of loan processing, loan quality and documentation.

• Must be self-motivated and dependable.

• Must have good time management skills and have demonstrated an 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.

* Performance Expectations and Essential Responsibilities represent responsibilities in which team members are expected to have already demonstrated proficiency at prior position levels.  Team members are expected to continue to perform in those areas and become more proficient as they gain additional experience.  Enhanced Expectations and Responsibilities represent additional responsibilities of the Lead Member Services Officer position.  Employees are expected to achieve proficiency in these areas while in the Lead Member Services Officer position.

SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

Disclaimer

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