Lead Member Services Officer

SECU; Durham (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

SECU seeks a Lead Member Services Officer to provide broad branch leadership, resolve member issues across channels, and mentor junior staff. The role requires coordinating branch operations and stepping in for senior management in their absence, with a focus on underwriting leadership and staff training.

The position emphasizes acting as a leadership figure in the branch, guiding loan review processes and ensuring lending policies are followed, while supporting all operational areas as needed.

Qualifications

• Broad thorough knowledge of all branch operational procedures.
• Lead MSOs will mentor less experienced staff and assist with resolving member issues across channels.
• Leadership role in loan underwriting and ensuring staff training is completed.

Responsibilities

• Assist in the management of the branch at the direction of ABM/VP/SVP.
• Take a leadership role in the branch for loan review processes and lending policy adherence.
• Supervise in all areas of branch operations as needed.

Skills

Leadership

Branch operations

Mentoring

Job description

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 ABM, 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 at the direction of ABM/VP/SVP.
• 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.