Senior Member Services Officer

State Employees' Credit Union; Raleigh (NC); On-site; USD 60,000 - 90,000; Full time

Job summary

State Employees' Credit Union seeks a Senior Member Services Officer in North Carolina to oversee branch operations, evaluate loan applications, and resolve member issues across all delivery channels. Role includes training staff, ensuring policy compliance, and mentoring less experienced team members.

The position emphasizes applying lending limits, supervising MSO areas, and maintaining confidentiality while delivering high-quality member service.

Qualifications

• Must have high school diploma or GED equivalent.
• Minimum 4 years of SECU or directly related experience strongly preferred.
• Demonstrated ability to work independently and as part of a team.
• Excellent critical thinking and problem-solving skills, and good judgment.
• Ability to train others and mentor less experienced staff.

Responsibilities

• Assist with resolving member issues and complaints across all delivery channels.
• Evaluate loan applications and make recommendations for approval or denial within assigned limits.
• 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 supervision of the MSO area ensuring policy and regulatory compliance.
• Balance day-end tasks and reconcile MSR items as directed.

Education

Bachelor’s degree or CCUE Certification or Associate degree via NC-CTP

Job description

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. Sr. MSOs will evaluate loan applications and make recommendations for approval or denial, while also assisting in training other employees and act as a mentor to less experienced staff.

Enhanced Expectations and Responsibilities at this Position Level*

• Senior Member Services Officers may be granted Tier 3 – Tier 5 Lending Limits (As Assigned) at this level and are able to approve loans within those limits.
• 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 MSO area including ensuring credit union policy and regulatory compliance.
• Assist MSM with reconciliation of MSR items including end of day balancing and outage reconciliation.
• Work Branch Operations Risk Assessment sections as requested by ABM/VP/SVP.
• Assist with Facility issues at the branch at the direction of ABM/VP/SVP.
• All of the modules at the Assoc MSO and MSO levels must have been completed prior to appointment to Sr. MSO:

Checking Accounts Member Eligibility Money Market Share Accounts SECU Policies Overview Share Accounts Lending Overview NCUA Coverage Cooperative Principles Member Access We Are SECU! SECU’s Member-Facing Websites Branch Security Measures Share Term Certificates Account Titling & Designations Buy/Sell Funds Transfer Member Identification Stop Payments & Stop Cautions Wires Cash Handling Check Acceptance Holds MARGO Platform MARGO Teller New Accounts Account and Profile Maintenance Advances Safe Deposit Boxes Account Research in OnBase ACH/Direct Deposit Member Access Alerts and Multifactor Authentication Cashpoints Global Accounts Credit Cards Debit Card Estate Basics Financial Advisory Services (FAS) Overview Foreign Currency & Foreign Checks Disputes vs. Fraud Life Stages & Events Mobile Payments & Token Management Payments Transit Procedures Tax-Advantaged Accounts U.S. Savings Bonds Visa DPS System

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. Security and control procedures must be followed by all branch employees. Completion of Consumer Lending Program (CLP) courses. Passing score on CLP Exam required prior to becoming a Member Services Officer. Assist members in all areas of consumer lending. Evaluate loan applications and make recommendations and approve or deny within assigned limits. Contact members and document efforts regarding deposit and/or loan collection reports as directed by management. Ensure all Default Manager queues are clear within the proper timeframes. Collection Training class is required prior to collecting loans. Serve members by processing transactions in the appropriate system. If requested by Management, this includes balancing a cash drawer in accordance with Performance Measurement Criteria standard. 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. Answer phones and assist members with service requests. Assist with balancing automated teller machines, teller cash dispenser, and coin sorter. Assist with evaluating mobile and automated teller machine check deposits as needed. 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. Proficiency in account maintenance and opening all account types for new members while following MIP 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 on-line access including processing disputes. Maintain a current and comprehensive knowledge of credit union products and services, and independently possess an ability to educate members and make recommendations based on their needs. Knowledgeable in basic Financial Advisory and Real Estate Services (i.e. insurance, retirement planning, investment services, trust, and mortgage services) and able to provide quality referrals. Review and take appropriate action on negative checking, NSFB, and Share Below $25 report. Contact members and document efforts regarding deposit and/or loan collection reports as assigned. Establish and facilitate member safe deposit box access. Perform subsequent advances on existing open and home equity lines of credit. Execute Notary Public services. Learn CXone and assist MSS as requested. Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor. Research and resolve member complaints. Participate in additional training and continuing education to enhance knowledge of branch operations. Organize community events as requested by management on a regular basis to enhance Credit Union presence. Assist with displays and promoting Credit Union events such as Member Appreciation Days, Back-To-School Supply Drive, Youth week events. Regular attendance and punctuality are mandatory. Complete additional tasks assigned by management and other administrative duties as needed.

Minimum Requirements

• Must have high school diploma or GED equivalent.
• Preferred – Bachelor’s degree, or CCUE Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP).
• Minimum 4 years of SECU or directly related experience strongly preferred.
• Demonstrated ability to work independently and as part of a team.
• Must have demonstrated excellent critical thinking and problem-solving skills, and good judgment.
• Demonstrated proficiency in all areas of responsibility of the Assoc MSO and MSO roles.
• Must have met all requirements of the Assoc MSO and MSO roles.
• Demonstrated ability to meet members’ needs in the area of consumer lending.
• Demonstrated ability to make lending decisions consistent with SECU loan policies.
• Demonstrated ability to train others and serve as a mentor to less experienced team members.
• Must possess an aptitude for meeting people and developing member confidence, and trust in Credit Union.
• Must have excellent communication skills, both verbal and written.
• Meets compliance and regulatory standards in terms of loan processing, loan quality and documentation.
• Must be self-motivated and dependable.
• Must have good time management skills and have demonstrated an ability to manage competing priorities effectively.
• Has completed all required quarterly training courses & other training assigned by management.
• Consistently demonstrates SECU’s Core Values.
• Must complete 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

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.