Contact Center - Member Solutions Officer

Credit Union of Georgia; Marietta (GA); On-site; USD 40,000 - 48,000; Full time

Job summary

Credit Union of Georgia is seeking a talented Member Solutions Officer for the Contact Center to provide top-tier member service and expert knowledge of consumer loan products. You will act as a liaison between members and the credit union, identifying best loan solutions for both members and the institution.

Responsibilities include processing loan applications, assisting with account inquiries, cross-selling opportunities such as GAP, Warranty, and Credit Shield, and ensuring compliance with

Qualifications

• 1+ year in member solutions, financial services, or customer service.
• At least 1 year of bank or credit union lending experience.
• 5+ years of professional work experience preferred.
• High school diploma or GED required.
• College degree preferred.

Responsibilities

• Deliver top-tier member service consistent with brand standards.
• Assist members with account inquiries, requests and complaints.
• Process loan applications and supporting documents with accuracy.
• Identify lending opportunities by reviewing member credit reports.
• Meet or exceed branch loan production goals and cross-sell ancillary products.
• Support operations including opening/closing procedures and escalations.
• Maintain knowledge of policies, procedures, and regulatory requirements.
• Build relationships by explaining benefits of products and services.
• Complete required compliance and professional development training.

Skills

Customer service

Lending knowledge

Cross-selling

Education

High school diploma or GED

College degree preferred

Job description

Description

Credit Union of Georgia is continuing to grow, and we are looking for a talented

Description

Credit Union of Georgia is continuing to grow, and we are looking for a talented Member Solutions Officer to join our Contact Center team. At Credit Union of Georgia, every role contributes to helping our members achieve their financial goals. Join a team that puts members at the center of everything we do!

The Member Solutions Officer provides top-tier support and service to members while demonstrating expert knowledge of consumer loan products. Acting as a liaison between the credit union and its members, this individual helps identify the best loan solutions that meet the needs of both the member and the institution.

Responsibilities

• Deliver exceptional member service by upholding the Credit Union of Georgia brand standards and the journEASE experience - Engage, Ask, Solve, and Excite.
• Assist members with account-related inquiries, requests, and complaints, including opening new accounts and providing accurate information about credit union products and services.
• Process loan applications and supporting documentation such as credit reports, income verifications, and title/lien searches with accuracy and efficiency.
• Identify additional lending opportunities by reviewing member credit reports and proactively offering appropriate loan products.
• Meet or exceed individual and branch loan production goals and cross-sell ancillary products such as GAP, Warranty, and Credit Shield insurance.
• Support operations, including opening and closing procedures, and handle complex issues or exceptions in the absence of branch management.
• Maintain current knowledge of credit union policies, procedures, and service standards, ensuring compliance with all regulations including the Bank Secrecy Act, Patriot Act, and OFAC.
• Build strong member relationships by cross-selling and explaining the benefits of credit union products and services.
• Complete required compliance, security, and professional development training within designated timeframes.
• Perform other duties as assigned.

Requirements

• Minimum 1 year of experience in member solutions, financial services, or customer service. Contact Center experience is preferred.
• At least 1 year of experience in bank or credit union lending required.
• 5+ years of professional work experience preferred.
• High school diploma or GED required.
• College degree preferred.

• All employees must complete annual training modules including but not limited to cyber security, bank secrecy act as well as other compliance and regulatory requirements.