Member Service Officer - Interactive

Job Description

Job Description

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

ESSENTIAL JOB FUNCTIONS:

Member Service & Account Management

• 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.

Lending Operations

• 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• Build and deepen member relationships, including re-engaging previously declined or withdrawn loans, proactively identifying needs, and positioning solutions to drive retention and portfolio growth.

Digital & Virtual Service Delivery

• 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.

Team Contribution & Leadership Development

• 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.

Operational Support & Compliance

• 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.

QUALIFICATIONS:

• High school diploma or equivalent required; post-secondary education preferred.
• Minimum six-months financial institution experience; consumer lending experience 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.

COMPETENCIES:

• Technical Skills: Proficiency with digital platforms, video conferencing, and account/loan processing systems.
• Problem Solving: Ability to identify member needs, resolve issues efficiently, and escalate 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 service.

BENEFITS AT CU1:
At Credit Union 1, we believe in life balance, which means supporting our employees both at work and when away. Eligible positions enjoy a comprehensive benefits package designed to promote overall wellbeing- financially, professionally and personally.

Health & Wellness
Credit Union 1 offers employees multiple medical plans to choose from, including PPOs and HSA-qualified plans, as well as dental, vision, and services to support overall mental and physical health.

Financial Security
Employees and their families are supported in life planning with employer-paid life insurance, disability coverage, and AD&D coverage. Voluntary plans are offered to cover critical illness, accidents, and hospital indemnity expenses. Employees participate in 401(k) retirement plan with company matching contributions and profit-sharing contributions.

Additional benefits support our employees' lifestyle and family, with generous paid time off, access to CU1's accredited early learning center in Anchorage, Alaska, employee loan and mortgage discounts, education assistance, volunteerism and community engagement opportunities within the communities we serve.

Only applicants who meet the minimum requirements for the position will be considered for an interview. This position is open until filled. 

Please note: Credit Union 1 does not provide relocation assistance. If selected for an on-site position, candidates will be responsible for relocating to Alaska prior to the agreed upon start date at their own expense.

To be eligible for this position, applicants must be legally authorized to work in the United States without restriction. Credit Union 1 does not provide visa sponsorship.

Thank you for your interest in the opportunity with Credit Union 1!

 

Background Screening Statement: Candidates selected for a position at Credit Union 1 will be subject to a criminal background check prior to their employment. An offer of employment may be rejected or terminated based on receipt of an unacceptable background screening.

EEO Statement: Credit Union 1 provides equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any type without regard to race, color, religion, sex, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

E-Verify Statement: Credit Union 1 participates in E-Verify and will provide the federal government with your form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, Credit Union 1 is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue after Credit Union 1 can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer an completed the Form I-9. For more information on E-Verify, or if you believe that Credit Union 1 has violated its E-Verify responsibilities, please contact DHS at View phone number on us.fitly.work or dhs.gov/e-verify.com