Senior Member Services Officer

Purpose

The Senior Member Services Officer should have a broad knowledge of all branch operational procedures. Sr. MSOs will assist with resolving member issues and complaints across all delivery channels. Sr. MSOs will evaluate loan applications and make recommendations for approval or denial, while also assisting in training other employees and act as a mentor to less experienced staff.

• Senior Member Services Officers may be granted Tier 3 – Tier 5 Lending Limits (As Assigned) at this level and are able to approve loans within those limits.
• Review and approve loans within lending limits that are outside the limits of less experienced staff.
• 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.
• Assist with Facility issues at the branch at the direction of ABM/VP/SVP.
• All of the modules at the Assoc MSO and MSO levels must have been completed prior to appointment to Sr. MSO:

Checking Accounts Member Eligibility Money Market Share Accounts SECU Policies Overview Share Accounts Lending Overview NCUA Coverage Cooperative Principles Member Access We Are SECU! SECU’s Member-Facing Websites Branch Security Measures Share Term Certificates Account Titling & Designations Buy/Sell Funds Transfer Member Identification Stop Payments & Stop Cautions Wires Cash Handling Check Acceptance Holds MARGO Platform MARGO Teller New Accounts Account and Profile Maintenance Advances Safe Deposit Boxes Account Research in OnBase ACH/Direct Deposit Member Access Alerts and Multifactor Authentication Cash points Global Accounts Credit Cards Debit Card Estate Basics Financial Advisory Services (FAS) Overview Foreign Currency & Foreign Checks Disputes vs.

Fraud Life Stages & Events Mobile Payments & Token Management Payments Transit Procedures Tax-Advantaged Accounts U.S. Savings Bonds Visa DPS System

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. Assist members in all areas of consumer lending.

Evaluate loan applications and make recommendations and approve or deny within assigned limits. 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 time frames. Collection Training class is required prior to collecting loans. 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…