Contact Center - Member Solutions Officer

Description

Credit Union of Georgia is continuing to grow, and we are looking for a talented Member Solutions Officer to join our Contact Center team. At Credit Union of Georgia, every role contributes to helping our members achieve their financial goals. Join a team that puts members at the center of everything we do! 

The Member Solutions Officer provides top-tier support and service to members while demonstrating expert knowledge of consumer loan products. Acting as a liaison between the credit union and its members, this individual helps identify the best loan solutions that meet the needs of both the member and the institution.

Responsibilities:

• Deliver exceptional member service by upholding the Credit Union of Georgia brand standards and the journEASE experience - Engage, Ask, Solve, and Excite.
• Assist members with account-related inquiries, requests, and complaints, including opening new accounts and providing accurate information about credit union products and services.
• Process loan applications and supporting documentation such as credit reports, income verifications, and title/lien searches with accuracy and efficiency.
• Identify additional lending opportunities by reviewing member credit reports and proactively offering appropriate loan products.
• Meet or exceed individual and branch loan production goals and cross-sell ancillary products such as GAP, Warranty, and Credit Shield insurance.
• Support operations, including opening and closing procedures, and handle complex issues or exceptions in the absence of branch management.
• Maintain current knowledge of credit union policies, procedures, and service standards, ensuring compliance with all regulations including the Bank Secrecy Act, Patriot Act, and OFAC.
• Build strong member relationships by cross-selling and explaining the benefits of credit union products and services.
• Complete required compliance, security, and professional development training within designated timeframes.
• Perform other duties as assigned.

Requirements

• Minimum 1 year of experience in member solutions, financial services, or customer service. Contact Center experience is preferred.
• At least 1 year of experience in bank or credit union lending required.
• 5+ years of professional work experience preferred.
• High school diploma or GED required.
• College degree preferred.
• All employees must complete annual training modules including but not limited to cyber security, bank secrecy act as well as other compliance and regulatory requirements.