Membership Relationship Officer

Job Description

Job Description

Member Relationship Officer

Job Summary

The qualified candidate will assist members with opening new accounts, taking loan applications, and performing financial and non-financial transactions. This role serves as a senior, more knowledgeable, and versatile branch contributor who leads by example and delivers excellent service through a wide range of member and financial transactions. The position requires a strong work ethic, a high level of integrity and excellent time management skills.

Essential Functions

·         Promote credit union products and services based on member needs identified through member interviews.

·         Maintain current knowledge of all credit union services and policies.

·         Ensure all information and transactions regarding credit union members remain confidential, while strictly adhering to established security procedures.

·         Advise members on interest rates and cross-sell services offered by the credit union.

·         Assist members with varied account applications; open new accounts and services.

·         Assist members with wire transactions and account closures.

·         Research and resolve member discrepancies and complaints; make corrections and refunds when appropriate.

·         Support members with online banking, mobile banking, and other electronic services.

·         Guide members through the loan application process to ensure information is complete and accurate.

·         Analyze and process consumer loan applications, including pulling credit reports, verifying debts, estimating monthly payments, and making credit decisions within assigned lending authority.

·         Communicate loan outcomes to members; provide pending loan status updates, explain denial reasons, and explore options when loans are denied.

·         Input consumer and mortgage loan applications into the online lending platform; prepare paperwork and disburse funds to members.

·         Ensure accurate loan processing by verifying that each loan is properly documented, closed, disbursed, coordinated, and filed.

·         Assist members with debt protection, credit disability, and credit life insurance claims.

·         Mail loan applications and information to members and prospective members; look up NADA values and provide quotes.

·         Support employees in delivering products and services that meet members’ needs in a variety of capacities.

·         Build and nurture client relationships by identifying prospective clients, understanding their needs, developing strategies to convert them into long-term members, and deepening existing relationships through relevant products and services.

·         Performs other duties as assigned; duties, responsibilities and/or activities may change, or new ones may be assigned at any time with or without notice

Qualifications

·         High school diploma or equivalent required; associate degree in business, finance, or a related field preferred.

·         Prior financial institution, lending, sales, or customer service experience preferred.

·         Knowledge of credit union products, services, policies, and regulatory requirements preferred.

·         Ability to analyze member needs, explain financial options clearly, and recommend appropriate solutions.

·         Demonstrated ability to handle confidential information with professionalism, discretion, and integrity.

·         Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced branch environment.

·         Must possess sound judgment, accuracy, and attention to detail when processing financial transactions and loan documentation.

Skills

·         Excellent verbal, written, and interpersonal communication skills.

·         Strong member service, relationship-building, and problem-solving abilities.

·         Effective sales and cross-selling skills with a consultative approach.

·         Strong organizational skills with the ability to prioritize work and maintain accuracy.

·         Proficiency with computers, online banking systems, lending platforms, and standard office software.

·         Ability to interpret credit reports, loan information, account documentation, and financial data.

·         Professional demeanor with the ability to represent the credit union positively and confidently.