Membership Relationship Officer

Crossroads Community Fcu; Buffalo (NY); On-site; USD 42,000 - 54,000; Full time

Job summary

Crossroads Community FCU in Buffalo, NY is seeking a skilled Member Relationship Officer to assist members with opening new accounts, loan applications, and a range of financial transactions. This senior role emphasizes service excellence, integrity, and timely delivery.

You will advise on credit union products, cross-sell services, guide loan applications through to approval, and support members with online and mobile banking.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• Experience in financial services or member sales preferred.
• Ability to analyze member needs and explain options clearly.
• Integrity and discretion in handling confidential information.
• Ability to manage multiple priorities in a fast-paced branch.

Responsibilities

• Promote credit union products based on member needs.
• Advise members on rates and services; cross-sell.
• Assist with opening accounts and loan applications.
• Process wires, account closures, and deposits.
• Support online and mobile banking services.
• Guide loan applications through to completion and funding.
• Maintain confidentiality and adhere to security procedures.
• Build and nurture member relationships; identify prospects.

Skills

Member services

Cross-selling

Financial transactions

Lending knowledge

Regulatory compliance

Customer service

Education

High school diploma

Associate degree preferred

Tools

Online banking systems

Lending platforms

Office software

Job description

Job Description

Job Description

Member Relationship Officer

Job Summary

The qualified candidate will assist members with opening new accounts, taking loan applications, and performing financial and non-financial transactions. This role serves as a senior, more knowledgeable, and versatile branch contributor who leads by example and delivers excellent service through a wide range of member and financial transactions. The position requires a strong work ethic, a high level of integrity and excellent time management skills.

Essential Functions

• Promote credit union products and services based on member needs identified through member interviews.
• Maintain current knowledge of all credit union services and policies.
• Ensure all information and transactions regarding credit union members remain confidential, while strictly adhering to established security procedures.
• Advise members on interest rates and cross-sell services offered by the credit union.
• Assist members with varied account applications; open new accounts and services.
• Assist members with wire transactions and account closures.
• Research and resolve member discrepancies and complaints; make corrections and refunds when appropriate.
• Support members with online banking, mobile banking, and other electronic services.
• Guide members through the loan application process to ensure information is complete and accurate.
• Analyze and process consumer loan applications, including pulling credit reports, verifying debts, estimating monthly payments, and making credit decisions within assigned lending authority.
• Communicate loan outcomes to members; provide pending loan status updates, explain denial reasons, and explore options when loans are denied.
• Input consumer and mortgage loan applications into the online lending platform; prepare paperwork and disburse funds to members.
• Ensure accurate loan processing by verifying that each loan is properly documented, closed, disbursed, coordinated, and filed.
• Assist members with debt protection, credit disability, and credit life insurance claims.
• Mail loan applications and information to members and prospective members; look up NADA values and provide quotes.
• Support employees in delivering products and services that meet members’ needs in a variety of capacities.
• Build and nurture client relationships by identifying prospective clients, understanding their needs, developing strategies to convert them into long‑term members, and deepening existing relationships through relevant products and services.
• Performs other duties as assigned; duties, responsibilities and/or activities may change, or new ones may be assigned at any time with or without notice

Qualifications

• High school diploma or equivalent required; associate degree in business, finance, or a related field preferred.
• Prior financial institution, lending, sales, or customer service experience preferred.
• Knowledge of credit union products, services, policies, and regulatory requirements preferred.
• Ability to analyze member needs, explain financial options clearly, and recommend appropriate solutions.
• Demonstrated ability to handle confidential information with professionalism, discretion, and integrity.
• Ability to work independently, manage multiple priorities, and meet deadlines in a fast‑paced branch environment.
• Must possess sound judgment, accuracy, and attention to detail when processing financial transactions and loan documentation.

Skills

• Excellent verbal, written, and interpersonal communication skills.
• Strong member service, relationship‑building, and problem‑solving abilities.
• Effective sales and cross‑selling skills with a consultative approach.
• Strong organizational skills with the ability to prioritize work and maintain accuracy.
• Proficiency with computers, online banking systems, lending platforms, and standard office software.
• Ability to interpret credit reports, loan information, account documentation, and financial data.
• Professional demeanor with the ability to represent the credit union positively and confidently.