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.

Crossroads Community Fcu

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Membership Relationship Officer