Member Service Officer - Interactive

The Interactive Member Service Officer (IMSO) delivers exceptional and high-quality member service across in-branch, virtual (Zoom Rooms), phone, and online channels. This position manages the full lifecycle of deposit and consumer loan accounts, ensuring regulatory compliance, operational accuracy, and a seamless member experience. Demonstrating deep expertise in Credit Union 1 products, services, and digital platforms, IMSOs support team development through mentoring and cross-training of new hires and act as Subject Matter Experts (SMEs) for new systems, pilot programs, and products

The IMSO directly influences member satisfaction, account growth, and loan portfolio performance, playing a key role in Credit Union 1's branch and virtual operations by driving efficiency, operational excellence, and digital adoption while fostering team knowledge.

This position is located at our DeBarr Branch (4020 DeBarr Rd. ) After a 90-day probationary period, remote or hybrid work options may be considered based on overall performance.

Pay Range: $24.18 - $35.20

• Deliver accurate, professional, and timely service across all channels.
• Open, maintain, and close accounts, ensuring compliance and operational accuracy.
• Identify member financial needs and recommend appropriate products and services to deepen relationships.
• Approve transactions within authority limits, reviewing for irregular or suspicious activity.
• Maintain accurate records and documentation for all member interactions.
• Provide guidance and education to members on digital tools and online services.

• Conduct loan interviews and originate consumer loans via virtual and phone channels.
• Collect, verify, and process documentation to complete compliant loan packages.
• Prepare loan documents and disburse funds accurately and efficiently.
• Provide expert guidance to members on loan options and repayment schedules.
• Build and deepen member relationships, including re-engaging previously declined or withdrawn loans, proactively identifying needs, and positioning solutions to drive retention and portfolio growth.

• Serve members on digital platforms (Zoom Rooms, online applications, mobile/desktop channels).
• Demonstrate strong technical proficiency to guide members and troubleshoot platform issues.
• Act as a resource for members to adopt and optimize digital banking tools.
• Mentor and cross-train new IMSOs, sharing knowledge, best practices, and technical skills.
• Serve as SME for new systems, pilot programs, and new products/services, providing feedback and operational support.
• Support continuous improvement initiatives within the department and virtual teams.

• Responsible for abiding by and complying with the policy for compliance with the Bank Secrecy Act and anti-money laundering laws and regulations (BSA/AML) and the policy for compliance with office of foreign assets control laws and regulations (OFAC).
• Support department operations and security procedures
• Assist in maintaining a safe, secure, and efficient department environment.

• High school diploma or equivalent required; post-secondary education preferred.
• Strong verbal, written, and digital communication skills.
• Ability to exercise sound judgment in evaluating member accounts, transactions, and loan requests.
• High technical proficiency with digital banking platforms and virtual communication tools.
• Demonstrated ability to meet performance goals in a fast-paced environment.
• Strong organizational skills; able to manage multiple priorities independently.
• Commitment to delivering exceptional member service aligned with Credit Union 1's mission and values.

• Technical
  
  Skills:
  
  Proficiency with digital platforms, video conferencing, and account/loan processing systems.
• Problem Solving: Ability to identify member needs, resolve issues efficiently, and elevate when necessary.
• Communication &
  
  Collaboration:
  
  Works effectively with team members, leadership, and members.
• Leadership Potential: Ability to mentor, cross-train, and act as SME for new programs, systems, or products.
• Regulatory Compliance: Knowledge of BSA/AML, OFAC, and applicable financial regulations.
• Learning Agility & Technical Proficiency: Quickly learns and applies new systems, platforms, and processes; thrives in a virtual environment with minimal supervision, demonstrating confidence, independence, and efficiency in delivering accurate member…