Member Services Officer

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

Purpose

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

Enhanced Expectations and Responsibilities at this Position Level*

• Passing score on Consumer Lending Program (CLP) exam and completion of the in-person New Consumer Lender Learning Program required PRIOR to becoming a Member Services Officer.
• Member Services Officers are granted Tier 1 – Tier 2 Lending Limits (As Assigned).
• Assist members in all areas of consumer lending.  A Member Services Officer may independently evaluate and approve or deny loans within their assigned limits.  Loans outside their limits should be presented to an officer with appropriate limits with a recommendation for approval or denial.
• Maintain a current and comprehensive knowledge of credit union products and services, and independently possess an ability to educate members and make recommendations based on their needs.
• Proficiency in account maintenance and opening all account types for new members while following MIP 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.
• Must have basic knowledge of cash operations and be able to assist in the following at the direction of management:
  • Balancing the vault, automated teller machines, teller cash dispenser, and coin sorter as directed.
  • Evaluate daily mobile and automated teller machine check deposits.

• • Help verify and prepare cash delivery and shipments.
  • Maintain daily and monthly records for various reports – i.e., return items, forgeries.
• Organize community events as requested by management on a regular basis to enhance Credit Union presence.
• Assist with displays and promoting Credit Union events such as Member Appreciation Days, Back-To-School Supply Drive, Youth week events.

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.
• Security and control procedures must be followed by all branch employees.
• Serve members by processing transactions in the appropriate system.  If requested by Management, this includes balancing a cash drawer in accordance with Performance Measurement Criteria.
• 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.
• Answer phones and assist members with service requests.
• Interact with other departments to facilitate member requests.
• Organize, file and scan documents daily.
• Process foreign and domestic wires.
• Open basic accounts while following MIP procedures for existing members including share, money market, checking, and Share Term Certificates.
• Troubleshoot problems with member accounts, cards, and on-line access including processing disputes.
• Knowledgeable in basic Financial Advisory and Real Estate Services (i.e. insurance, retirement planning, investment services, trust, and mortgage services) and able to provide quality referrals.
• Review and take appropriate action on negative checking, NSFB, and Share Below $25 report.
• 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.  Collection Training class attendance is required prior to collecting loans.
• Execute Notary Public services as requested by management.
• Learn CXone and assist MSS as requested.
• Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
• Participate in additional training and continuing education to enhance knowledge of branch operations.
• Regular attendance and punctuality are mandatory.
• Engage with community as requested by management on a regular basis by attending community events to enhance Credit Union presence.
• Complete additional tasks assigned by management and other administrative duties as needed.

Modules Required

Note, the list of modules below is expected to be completed DURING the employee’s time in this position, not as a prerequisite of the position. Generally, employees are expected to complete the modules within one year in order to gain knowledge needed for effectiveness in the position. The modules required are as follows:

• Account Research in OnBase
• ACH/Direct Deposit
• Member Access Alerts and Multifactor Authentication
• Cashpoints Global Accounts
• Credit Cards
• Debit Cards
• Estate Basics
• Financial Advisory Services (FAS) Overview
• Foreign Currency & Foreign Checks
• Disputes vs. Fraud
• Life Stages & Events
• Mobile Payments & Token Management
• Payments
• Transit Procedures
• Tax-Advantaged Accounts
• U.S. Savings Bonds
• Visa DPS System

Minimum Requirements

• Must have high school diploma or GED equivalent.
  • Preferred – Bachelor’s degree, or CCUE Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP).
• Must possess an aptitude for meeting people and developing member confidence, respect, and trust in Credit Union.
• Demonstrated proficiency in all responsibilities and requirements of Assoc MSO role.
• Must have excellent communication skills, both verbal and written.
• Demonstrated ability to work independently and as part of a team.
• Meets compliance and regulatory standards in terms of loan processing, loan quality and documentation.
• Must be self-motivated and dependable.
• Must have a demonstrated ability to problem solve and use good judgment
• Must be an active listener and communicator.
• Minimum of 2 years of SECU or directly related experience strongly preferred.
• Has completed Consumer Lending Program (CLP) courses and has received a passing score on the CLP Exam.
• Has attended the in-person New Consumer Lender Learning Program training.
• Has completed all required quarterly training courses & other training assigned by management
• Consistently demonstrates SECU’s Core Values.
• Must complete the Credit Unions 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 Member Services Officer position.  Employees are expected to achieve proficiency in these areas while in the 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.