SECU · 2 weeks ago
Lead Member Services Officer
Leland
Full-time
Onsite
Senior Level
7+ years expState Employees Credit Union (SECU) is dedicated to the philosophy of 'People Helping People' and is seeking a Lead Member Services Officer. This role involves managing branch operations, mentoring staff, and ensuring compliance with lending policies while providing excellent member service.
AccountingBankingFinancial Services
Responsibilities
Assist in the management of the branch
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
Serve as a mentor for newer staff in all areas of Member Services Officer operations
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.:
Assist Mortgage Loan Originations in non-Mortgage Loan Origination functions
Comply with all Credit Union policies and regulatory requirements
Ensure all member information remains confidential and members’ accounts are accessed for business purposes only
Follow all security and control procedures
Completion of Consumer Lending Program (CLP) courses. Passing score on CLP Exam required within 6 months of hire
Assist members in all areas of consumer lending
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
Serve members by processing transactions in the appropriate system
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
Assist with balancing automated teller machines, teller cash dispenser, and coin sorter
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 Member Identification 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
Maintain a current and comprehensive knowledge of credit union products and services
Knowledgeable in basic Financial Advisory and Real Estate Services and able to provide quality referrals
Review and take appropriate action on various reports
Establish and facilitate member safe deposit box access
Perform subsequent advances on existing open and home equity lines of credit
Execute Notary Public Services as assigned
Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor
Provide employee support in resolving member and procedural problems
Independently research and resolve member complaints
Assist with the supervision of the Member Services Officer area including ensuring credit union policy and regulatory compliance
Assist Member Services Manager with reconciliation of Member Services Representative items including end of day balancing and outage reconciliation
Organize community events as requested by management
Participate in additional training and continuing education
Regular attendance and punctuality is mandatory
Complete additional tasks assigned by management
Qualification
Required
Must have high school diploma or GED equivalent
Minimum 7 years of directly related experience strongly preferred
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 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
Consistently demonstrates SECU's Core Values
Must complete the Credit Union's Core Module Program within 12 months of hire date
Preferred
Bachelor's degree, or Certified Credit Union Executive Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP)
Company
SECU
Even though we're North Carolina's largest credit union, we're still just "people helping people." We currently serve over 2.6 million members through more than 270 branch offices - and growing! Members have 24/7 access to account services from over 1,100 ATMs, as well as via phone, our website, and the SECU Mobile App.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Leigh Brady
President and CEO
Recent News
2025-10-23
State Employees' Credit Union (SECU)
2025-09-17
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