Member Services Representative

State Employees' Credit Union; North Carolina; On-site; USD 45,000 - 65,000; Full time

Job summary

State Employees' Credit Union in North Carolina seeks a Senior Member Services Officer with broad branch operations knowledge to resolve member issues across delivery channels and evaluate loan applications for approvals or denials while mentoring junior staff.

The role includes training others, supervising the Member Services area, reconciling end-of-day transactions, and ensuring policy and regulatory compliance across channels. Strong customer service and confidentiality are essential.

Qualifications

• High school diploma or GED equivalent.

Responsibilities

• Review and approve loans within lending limits that are outside the limits of less experienced staff.
• Assist in training other employees and act as a mentor to less experienced staff.
• 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, 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.

Skills

Verbal communication

Written communication

Mentoring/leadership

Critical thinking

Problem solving

Time management

Teamwork

Self-motivation

Dependability

Education

Bachelor’s degree

Associate of Arts/Science

Certified Credit Union Executive Certification

NC-CTP program completion

Job description

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

Purpose

The Senior Member Services Officer should have a broad knowledge of all branch operational procedures. Sr. MSOs will assist with resolving member issues and complaints across all delivery channels. They will evaluate loan applications and make recommendations for approval or denial, while also assisting in training other employees and acting as a mentor to less experienced staff.

Responsibilities

• Review and approve loans within lending limits that are outside the limits of less experienced staff.
• Assist in training other employees and act as a mentor to less experienced staff.
• 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, 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.

Essential Responsibilities

• Comply with all Credit Union policies and regulatory requirements.
• Ensure all member information remains confidential and that members’ accounts are accessed only for business purposes.
• Follow all security and control procedures.
• Complete the Consumer Lending Program (CLP) courses and achieve a passing score on the CLP Exam within 6 months of hire.
• Assist members in all areas of consumer lending.
• 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.
• Demonstrate a 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 dispensers, and coin sorters.
• 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.
• Maintain 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.
• Troubleshoot problems with member accounts, cards, and online access, including processing disputes.
• Maintain a current and comprehensive knowledge of credit union products and services.
• Provide basic knowledge of Financial Advisory and Real Estate Services and offer 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 a professional appearance and demeanor.
• Research and resolve member complaints.
• Participate in additional training and continuing education.
• Organize community events as requested by management.
• Maintain regular attendance and punctuality.
• Complete additional tasks assigned by management and other administrative duties as needed.

Minimum Requirements

• High school diploma or GED equivalent.
• Preferred: Bachelor’s degree, Certified Credit Union Executive Certification, Associate of Arts or Associate of Science degree via the North Carolina Community College Transfer Program (NC‑CTP).
• Minimum 4 years of directly related experience strongly preferred.
• Demonstrated ability to work independently and as part of a team.
• Excellent critical thinking, problem‑solving skills, and good judgment.
• Ability to train others and serve as a mentor to less experienced team members.
• Apatite for meeting people and developing member confidence and trust in the Credit Union.
• Excellent verbal and written communication skills.
• Compliance with regulatory standards in loan processing, loan quality, and documentation.
• Self‑motivation, dependability, and strong time‑management skills.
• Demonstrated ability to manage competing priorities effectively.
• Consistently demonstrates SECU’s Core Values.
• Completion of 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

The job requires a substantial amount of sitting. Use hands and fingers to press keys on a computer keyboard and retrieve information, press telephone keypad, lift telephone receiver, and comprehend phone calls. Ability to lift 10‑15 pounds.

Equal Employment Opportunity

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.