Sr Member Services Officer

State Employees' Credit Union; Raleigh (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

State Employees' Credit Union in Raleigh is seeking a Senior Member Services Officer who will oversee broad branch operations, evaluate loan applications, and mentor staff while delivering service across in-person, phone, and digital channels.

The role emphasizes compliance, problem resolution, and training responsibilities, including end-of-day reconciliations and process improvements, with a focus on high-quality member experiences.

Qualifications

• High school diploma or GED required.
• Preferred: Bachelor's degree, or Certified Credit Union Executive Certification, or AA/AS via NC-CTP.
• Minimum 4 years directly related experience strongly preferred.
• Excellent communication, critical thinking and mentoring abilities.
• Must complete Core Module Program within 12 months of hire.

Responsibilities

• Review and approve loans within lending limits beyond junior staff.
• Train colleagues and mentor less experienced staff.
• Resolve member complaints and assist with service issues across channels.
• Supervise the Member Services area ensuring policy and regulatory compliance.
• Assist Manager with reconciliation, end-of-day balancing and outage reconciliation.
• Process deposits, loan maintenance, wires, and account openings.
• Balance ATMs and cash handling tasks; verify cash deliveries.
• Greet members professionally and provide service across in-person, phone, and digital channels.

Skills

Customer service

Mentoring

Communication

Problem solving

Training

Education

High school diploma or GED

Bachelor's degree or CCUE Certification or AA/AS via NC-CTP

4 years directly related experience

Excellent communication and mentoring abilities

Core Module Program within 12 months of hire

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. 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

• 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 including 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.

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.
• Completion of Consumer Lending Program (CLP) courses with a passing score on CLP Exam required 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.
• 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 dispenser, and coin sorter.
• 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 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 on-line access including processing disputes.
• Maintain a current and comprehensive knowledge of credit union products and services.
• 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.
• Execute Notary Public services as assigned.
• 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.
• Organize community events as requested by management.
• Regular attendance and punctuality is 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 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).

Minimum 4 years 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 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. 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.

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 Sr Member Services Officer position. Employees are expected to achieve proficiency in these areas while in the Sr Member Services Officer position.

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.