Member Relationship Officer Sr

At Landmark Credit Union, we succeed by putting people first - and that starts with you. Our culture of inclusion and collaboration enables us to support our members’ financial wellbeing, positively impact the communities we serve, and help our associates grow their careers. Bring your authentic self to work as part of an organization where you’ll feel valued for your unique qualities, are enabled to reach your full potential, and are recognized for your contributions to our success. We strive to ensure you feel empowered to grow and succeed, while also feeling valued and taken care of, as we all do our part to put people first. We invite you to learn more about this and other opportunities at Landmark Credit Union.

NATURE AND SCOPE

This position reports to the Branch Manager or Assistant Branch Manager.  The Senior Member Relationship Officer is responsible for managing complex member relationships, delivering personalized financial solutions, and ensuring an exceptional member experience. This position serves as a subject matter expert across transactions, account servicing, and lending, and is relied upon to handle advanced member scenarios, including complex accounts and escalated situations.

The role supports both transactional and account servicing functions, delivering a seamless and consistent member experience.  In addition, this position provides guidance and mentorship to team members, supports branch operations, and may act as a leadership resource in the absence of Branch Management.

REQUIREMENTS

1. High School Diploma or equivalent, and a minimum of two years of experience in a personal financial officer or comparable role within a financial institution.  A combination of education and experience may also be considered.
2. Proven success with building and maintaining long-term member relationships.
3. Demonstrated experience recommending and promoting appropriate deposit and loan products, including ancillary insurance products, based on member needs.
4. Demonstrated understanding of loan policies, required documentation, and corresponding regulations.  Ability to independently manage complex account scenarios such as trusts, estates, deceased accounts and business accounts.
5. Strong lending knowledge, including experience handling more complex or exception-based lending situations and loan closings.
6. Proven ability to handle complex, and escalated member situations with sound judgment and professionalism.
7. Demonstrated ability to mentor, train, and support the development of other associates.
8. Excellent verbal and written communication skills, problem solving skills, organizational skills, and the ability to work independently.
9. Ability to use independent judgement and discretion in various situations while maintaining a high degree of confidentiality.
10. Must have or be able to attain National Mortgage Licensing System registration (NMLS#).
11. Must develop a thorough understanding of company policies and procedures as they relate to this position. Must understand and comply with all job-related state and federal laws and regulations.

PRINCIPAL ACCOUNTABILITIES

Build strong member relationships by understanding needs, providing personalized solutions, and resolving inquiries in a timely and professional manner. Provide accurate, efficient, and courteous transaction services, including complex accounts such as trusts, estates, deceased accounts, and commercial accounts.

1. Open and service member accounts, ensuring accuracy, compliance, and a positive onboarding experience.
2. Recommend and promote appropriate deposit and loan products based on member needs and remain knowledgeable of current offerings and promotions.
3. Act as a leadership resource within the branch by supporting daily operations, assisting with opening and closing procedures, and serving as a backup in the absence of Branch Management when needed.
4. Perform operational and support duties, including ATM balancing, transaction verification, overrides, mail processing, audit support, compliance reviews, and operational risk/control activities to ensure branch effectiveness and regulatory adherence.
5. Deliver a seamless member experience across transaction, account servicing, and lending activities.
6. Promote and offer ancillary insurance products, including GAP and Payment Protection as appropriate.
7. Independently manage loan pipelines, including complex and exception-based lending scenarios, documentation, and closing to ensure timely and accurate processing.
8. Educate members on available digital and automated services and assist with enrollment and usage.
9. Independently handle complex and escalated member situations, ensuring timely and effective resolution.
10. Serve as a knowledgeable resource for team members by providing guidance, mentorship, training, and support on systems, processes, operational procedures, and relationship-building best practices.
11. Participate in required training and development opportunities at headquarters or off-site locations.
12. Perform other duties as assigned.