Member Relationship Officer

Description

The Member Relationship Officer (MRO) serves as a primary point of contact for credit union members in our Contact Center, responsible for delivering high-quality service and financial solutions. This role focuses primarily on inbound relationship building opportunities, including loan origination, account openings, and general financial services. The MRO ensures members receive an exceptional experience while maintaining compliance with credit union policies and procedures.

• Process consumer loan applications (e.g., auto, personal, credit cards) from initial inquiry through funding, ensuring timely and accurate completion
• Build long-term member relationships by providing personalized financial solutions and proactive service
• Educate members on loan terms, repayment options, and product benefits.
• Open new accounts (checking, savings, CDs, etc.) and perform account maintenance in compliance with policies and regulations.
• Cross-sell appropriate products and services based on member needs
• Maintain thorough knowledge of credit union products, services, rates, and promotions
• Ensure all documentation and disclosures are complete, accurate, and compliant with regulations and internal policies
• Maintain confidentiality and security of member information
• Stay current with regulatory requirements and internal procedures
• Collaborate with other departments to ensure seamless customer interactions and share insights for business improvement
• Foster a positive organization culture that promotes diversity, equity, and inclusion.
• Review all activities for compliance with Bank Secrecy Act/ Anti-Money Laundering/ Office of Foreign Assets Control regulations and participate in annual training as required by the BSA/OFAC Compliance Officer.

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• Must have a High School Diploma or equivalent.
• 1-3 years financial services experience with emphasis on sales preferred.
• Previous lending experience preferred.
• Strong listening and communication skills (oral & written).
• Sales-oriented mindset with a focus on relationship building.
• Deep understanding of member needs and a commitment to delivering outstanding member experiences.
• Detail-oriented with strong organizational and time management skills.
• Ability to work independently and as part of a team in a fast-paced environment.