Senior Member Services Officer

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

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 following modules must have been completed prior to appointment to Sr. MSO:
• Checking Accounts

• Lending Overview
• Member Eligibility
• Money Market Share Accounts (MMSA)
• NCUA Coverage
• SECU Online Services
• SECU Policies Overview
• Share Accounts
• Tax-Advantaged Accounts
• We Are SECU!
• Account Maintenance
• Account Research in OnBase
• Account Titling & Designations
• ACH/Direct Deposit, Advances
• Alerts-Two-Way Text Messaging- and One-Time Passcode
• Branch Security Measures
• Buy/Sell
• Cash Handling & Disbursing Funds
• Cashpoints Global Accounts
• Check Acceptance
• Credit Cards
• Debit Card
• Estate Basics
• Financial Advisory Services (FAS) Overview
• Foreign Currency & Foreign Checks
• Fraud vs. Disputes
• Funds Transfer
• Holds
• Life Stage
• MARGO Platform
• MARGO Teller
• Member Identification
• Mobile Payments & Token Management
• Payments
• Payroll Deduction
• Relationship Manager
• Safe Deposit Boxes
• SECU’s Member Facing Websites
• Share Term Certificates
• Stop Payments & Stop Cautions
• Transit Procedures
• U.S. Savings Bonds
• Visa DPS
• Wires

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