Lead Member Services Officer

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

Purpose

Lead Member Services Officers should have a broad thorough knowledge of all branch operational procedures. Lead MSOs will assist with resolving member issues and complaints across all delivery channels and mentor less experienced staff.  Lead MSOs are expected to be leaders in the branch, to manage the branch in the absence of the VP/SVP and ABM, and take a leadership role in loan underwriting, ensuring team member training is completed, and/or collections.  They should be willing to assist and supervise in all areas of branch operations.  

Enhanced Expectations and Responsibilities at this Position Level*

• Assist in the management of the branch at the direction of ABM/VP/SVP.
• Take a leadership role in the branch for one or more of the following:
  • Oversee loan review processes to ensure that loans are underwritten in accordance with SECU policy and that all staff are up to date with lending policies.
  • Supervise the collections process for the branch office at the direction of the ABM/VP/SVP.  This would include assisting in all lending and deposit account collection efforts as well as overseeing the lending collection efforts of other staff to ensure that all queues are completed as required by SECU policy.
  • Serve as a mentor for newer staff in all areas of MSO operations. This includes ensuring all necessary training is completed, making sure employees are up to date on new product offerings, and providing support for less experienced staff to ensure compliance.
  • Take leadership role in any other area(s) identified by management

• Act as a liaison(s) to Loss Mitigation and submit any required reporting of collection efforts conducted by branch staff. 

• Serve as a resource in specialized deposit accounts and survivor relations:
  • Assess member’s current financial condition, help identify short-term goals and priorities, develop a financial improvement plan, and set recurring meetings with the member to monitor progress and make adjustments.
  • Assist members with tax-advantaged (IRAs, HSAs, CESAs, 529 Plans) accounts, demonstrating a thorough understanding of account types, features, and transactional rules/requirements.
  • Assist members and/or fiduciaries with trust and estate deposit accounts, demonstrating a thorough understanding of documentation requirements, account titling parameters, and transactional rules.
  • Assist in all areas of survivor relations – assist family members, beneficiaries, fiduciaries with account management, advise on action needed when presented with a death certificate, etc.
  • Partner with licensed FAS team member to incorporate FAS solutions when necessary to meet members’ needs.
  • Provide support to other team members in this area and ensure proper escalation to FAS when appropriate.
• Assist MLOs in non-MLO functions.  The branch Mortgage Lending Specialist would be responsible for training the Lead MSO in these responsibilities.

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.
• The Lead Member Services Officer is granted Tier 5 Lending Limits (As Assigned) at this level and are able to approve loans within those limits.
• Assist members in all areas of consumer lending.  Evaluate loan applications and approve or deny within assigned limits.
• Review and approve loans within lending limits that are outside the limits of less experienced staff.
• 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.
• 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 au