Senior Member Services Officer
On-siteNew Bern, North Carolina, United States
Job Summary
Review and approve loans within lending limits outside less experienced staff ranges while evaluating loan applications for approval or denial. Independently research and resolve member complaints and procedural problems across in-person, phone, and digital channels. Assist with supervision of the Member Services Officer area, ensuring policy and regulatory compliance, and reconcile Member Services Representative items including end-of-day balancing. Mentor less experienced staff, train employees, and facilitate member requests by interacting with other departments. Process transactions, manage cash delivery and shipments, and troubleshoot account issues including disputes and access problems.
Required Qualifications
- High school diploma or GED equivalent
- Completion of Consumer Lending Program (CLP) courses with a passing score on CLP Exam within 6 months of hire
- Minimum 4 years directly related experience
- Demonstrated ability to work independently and as part of a team
- Demonstrated excellent critical thinking and problem-solving skills
- Good judgment
- Demonstrated ability to train others and serve as a mentor to less experienced team members
- Aptitude for meeting people and developing member confidence, and trust in Credit Union
- Excellent communication skills, both verbal and written
- Meets compliance and regulatory standards in terms of loan processing, loan quality and documentation
- Self-motivated and dependable
- Good time management skills and demonstrated ability to manage competing priorities effectively
- Consistently demonstrates SECU's Core Values
- Completion of the Credit Union's Core Module Program within 12 months of hire date as a condition of employment
- Must be able to lift 10-15 pounds
- Regular attendance and punctuality
Desired Qualifications
- Bachelor's degree
- Certified Credit Union Executive Certification
- Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP)
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