Lead Member Services Officer

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

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 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.
• Remain up to date on all credit union products in order to educate members on available services and make informed recommendations based on need.
• 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.  Collection Training class is required prior to collecting loans.
• 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.
• 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.
• 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.
• Assist with Facility issues at the branch at the direction of ABM/VP/SVP.

• Participate in additional training and continuing education to enhance knowledge of branch operations.

• Regular attendance and punctuality is mandatory.
• Complete additional tasks assigned by management

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 7 years of SECU or directly related experience strongly preferred.
• All requirements of the Associate MSO, MSO, and SR. MSO roles have to have been met, this includes and covers the modules. 
• Demonstrated ability to work independently and as part of a team.
• Must have demonstrated excellent critical thinking skills and problem-solving skills, and good judgment.
• Demonstrated proficiency in all areas of responsibility of the MSR and MSO roles.
• Must have met all requirements of the Assoc MSO, MSO, and Sr 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.