Member Services Officer

State Employees' Credit Union; United States; On-site; USD 36,000 - 48,000; Full time

Job summary

State Employees' Credit Union seeks a Member Services Officer to handle account maintenance, open accounts, and assist in consumer lending.

You will greet members, process transactions, and provide referrals to financial services while maintaining confidentiality and adhering to security procedures.

Qualified candidates show strong communication, teamwork, and problem-solving skills with a high school diploma and preferred bachelor-level education.

Qualifications

• Must have high school diploma or GED equivalent.
• Excellent communication skills, both verbal and written.
• Ability to work independently and as part of a team.
• Active listener and dependable with good judgment.

Responsibilities

• Assist and approve member transactions across channels—in person, phone, and digital.
• Open all account types and perform account maintenance with accuracy.
• Provide knowledge of credit union products and services and offer quality referrals.
• Process wires, tax-advantaged accounts, and foreign currency orders.
• Support basic consumer lending activities and notary services.

Skills

Communication skills

Teamwork

Problem solving

Attention to detail

Education

High school diploma/GED

Bachelor’s degree / credits preferred

Job description

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 within 6 months of hire.
• Assist members in all areas of consumer lending.
• Maintain a current and comprehensive knowledge of credit union products and services.
• Proficiency in account maintenance and opening 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.
• Must have basic knowledge of cash operations at the direction of management.
• Organize community events as requested by management.

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.
• 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.
• Interact with other departments to facilitate member requests.
• Organize, file and scan documents daily.
• Process foreign and domestic wires.
• Troubleshoot problems with member accounts, cards, and on-line access including processing disputes.
• 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.
• Contact members and document efforts regarding deposit and/or loan collection reports as directed by management.
• Execute Notary Public services as requested by management.
• Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
• Participate in additional training and continuing education.
• Regular attendance and punctuality are mandatory.
• Complete additional tasks assigned by management and other administrative duties as needed.

* 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.

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).
• Must possess an aptitude for meeting people and developing member confidence, respect, and trust in Credit Union.
• Must have excellent communication skills, both verbal and written.
• Demonstrated ability to work independently and as part of a team.
• 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 directly related experience strongly preferred.
• 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.

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. State Employees' Credit Union is a not-for-profit, member-owned financial cooperative with a "Do the Right Thing" mission and a goal of helping people in our community. SECU values the differences in our staff and in our North Carolina communities. We believe that embracing the uniqueness of individuals makes our cooperative stronger, more innovative and better able to serve SECU members.