Member Service Officer (West Side Branch)


Position: Member Service Officer Reports to: Branch Manager Location: Cromo Branch (El Paso, TX)

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As the primary contact point for members needing account service, these positions are responsible for assisting potential and existing members in person, over the phone, or through automated means with high levels of service.  This will be accomplished by using effective communication and sales skills in identifying member needs and offering appropriate credit union products and services.  These positions are also responsible for performing credit union functions and providing administrative support as needed.


Include, but are not limited to, the following:

  • Provide outstanding member service in all internal and external member contacts
  • Cross-Sell appropriate CU products.
  • Identify member needs and offer appropriate credit union products and services where beneficial.
  • Employee will demonstrate working knowledge of applicable regulatory requirements, including but not  limited to BSA, Reg Z, Reg E, Reg D, OFAC, and GLB.
  • Open/and maintain member accounts such as:  Share, share draft, money market, club and IRA accounts,Certificates of Deposit, ATM/Debit cards, Credit Cards.

Perform transactions requested by member including:

  • Loan Requests
  • Account transfers
  • Loan payoffs
  • Balance inquires
  • Process death certificates and forgery affidavits
  • Check orders
  • Prepare ATM Research Requests
  • Process Stop Payments/ Cancellations
  • Process Unauthorized ACH Transactions
  • Complete Direct Deposit Forms
  • Prepare transfer authorizations
  • Provide research assistance on members accounts
  • Correct errors on member's accounts
  • Refund service charges when appropriate.

Educate the member on the various delivery mechanisms available including:

  • ATM/Debit cards.
  • Credit cards.
  • Remote Banking/Automated Bill Payment.
  • Internet Website.
  • Process member loan requests using the Symitar Lending Platform.
  • Input accurate information into system for loan processing.
  • Pull credit report.
  • Process and evaluate application.
  • Using assigned approval authority, make recommendation for approval or denial of application.
  • Complete loan process.
  • When unable to approve member loan request, effectively communicate reasons for denialand offer options.
  • Compile all necessary documents needed to perfect lien on collateralized loans.
  • Ability to use a PC and 10-key calculator by touch.
  • Capable of using Windows word processing and spreadsheet software applications on a personal computer.
  • Able to work as a team member.
  • Demonstrated customer/member service and sales skills.
  • Basic knowledge of financial institution products and services and major regulations.

MANAGEMENT MAY ASSIGN ADDITIONAL RESPONSIBILITIES TO THE MSO POSITION: Management reserves the right to change or modify the functions of this job as required to meet the needs of the organization.     


  • Ability to use CRT and 10-key calculator by touch.
  • Ability to use a Windows word processing and spreadsheet software applications on a personal computer.
  • Ability to work as member of a team.
  • Knowledge of financial institution products and services and major regulations.

EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED), and four years financial institution experience, or four years customer service experience and/or equivalent combination. At least two years member/customer service experience at a financial institution of similar size wit similar scope of products and services. Formalized member/customer service training and sales training is preferred.

LANGUAGE SKILLS: Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations.

MATHEMATICAL SKILLS: Ability to perform basic mathematical functions such as addition, subtraction, multiplication, and division. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY: Ability to deal with changing procedures within the credit union and to analyze data and draw logical conclusions.  Ability to solve practical problems and handle a variety of concrete variables in situations where only limited standardization exits.  Capable of interpreting a variety of instructions furnished in written, oral, diagram or scheduled form.

PHYSICAL DEMANDS: the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear and walk.  The position occasionally requires the employee to stand, sit and reach with hands and arms.  The employee must frequently lift and/or move up to 10 pounds.  Specific vision abilities required by this position include close vision, distance vision and the ability to adjust focus.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level is usually moderate.