Job Description

The Business Services Officer is responsible for delivering superior service and operational support to commercial members and employees across a wide range of deposit and treasury functions. This role involves opening and maintaining commercial accounts, processing credit applications, and executing treasury service requests with a focus on accuracy, compliance, and member satisfaction.

In addition to daily operational responsibilities, Business Services Officers contribute to process improvement, training initiatives, and cross-departmental collaboration. They support audits and examinations, participate in community and networking events to promote commercial services, and help drive growth in membership, deposits, and lending through strategic engagement and relationship building.

This role is similar to: Commercial Account Specialist, Client Account Opening Specialist, Business Account Specialist, Deposit Account Specialist

Work Location: This position is available to work onsite at a MSUFCU Pillur retail location(s)/branches within the Lansing region. Exact locations to be discussed during an interview.

Weekly Schedule: Monday - Friday: 8:30am - 5:00pm ET

An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite/hybrid/remote) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment.

Compensation & Benefits:

• Salary Ranges:
  • Business Services Officer I - $21.50 - $24.00+/hour, dependent on experience
  • Business Services Officer II - $24.00 - $27.00+/hour, dependent on experience
  • Senior Business Services Officer - $27.00 - 32.00+/hour, dependent on experience
• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
• 401(k) with a company match
• Tuition Reimbursement
• Up to 12 Weeks of Paid Parental Leave
• Learn more about our benefits here

Essential Duties and Responsibilities -

• Business Services Officer:
  • Provide superior member and employee service in person, over the phone and via written electronic communication by actively taking calls and monitoring and responding to requests received through various communication channels.
  • Process and decision commercial account applications using tools to mitigate risk and fraud while ensuring a thorough review of each member’s unique financial position to offer commercial product and service recommendations.
  • Demonstrates foundational knowledge of treasury products and services by engaging in introductory conversations with commercial members and employees to identify needs and provide information; processes basic treasury service requests with guidance and support from experienced team members.
  • Effectively handle escalations by taking ownership, de-escalating concerns with empathy and professionalism, and resolving issues to achieve superior service.
  • Sort, distribute and process department mail and conduct research requests in accordance with MSUFCU policies and procedures.
  • Identify opportunities for referrals to Small Business Lender, Commercial Loan Officer, consumer lending staff, mortgage staff and other business partners.
  • Attends Credit Union networking and community events occasionally to promote commercial products and services, actively contributing to the growth of membership, deposit relationships, and loan volume through strategic engagement and relationship building.
  • Perform other duties as assigned.
• Business Services Officer II:
  • Process, approve and disburse member loan requests within established disbursal and lending authority, typically processing commercial credit card applications up to $50,000.
  • Independently execute operational responsibilities by resolving complex member inquiries, improving processes, and mentoring team members to ensure exceptional member experiences.
  • Applies intermediate knowledge of treasury products and services to conduct detailed conversations with commercial members and employees, identifying tailored solutions to meet business needs; independently processes treasury service applications and requests, ensuring accuracy and compliance with established procedures.
  • Provides support during audits and examinations as well as mergers and acquisitions ensuring documentation, procedures, and systems meet internal and external compliance standards.
  • Make appropriate account updates by collecting and reviewing necessary documentation for account signer changes, deceased account maintenance, Power of Attorney designations, ownership changes or disputes, and derisking actions independently.
  • Mentor other team members through peer-to-peer coaching, feedback, and knowledge sharing.
  • Assists with design, delivery and implementation training for Credit Union staff regarding Commercial Solutions deposit and treasury products.
  • Attends Credit Union networking and community events regularly to promote commercial products and services, actively contributing to the growth of membership, deposit relationships, and loan volume through strategic engagement and relationship building.
  • Perform other duties as assigned.
• Senior Business Services Officer:
  • Process, approve and disburse member loan requests within established disbursal and lending authority, typically processing member commercial credit card, commercial auto loans, and other non-renewal commercial term loans up to $100,000.
  • Serves as a subject matter expert on treasury products and services, consistently delivering advanced guidance and solutions to commercial members and employees; independently manages complex treasury service requests and applications with precision, while actively supporting team members by answering questions, troubleshooting issues, and mentoring on best practices.
  • Mentors and develops team members, fostering a culture of learning and professional growth through peer-to-peer coaching, feedback, and knowledge sharing.
  • Provides significant support during audits and examinations as well as mergers and acquisitions ensuring documentation, procedures, and systems meet internal and external compliance standards.
  • Champions continuous improvement initiatives by identifying inefficiencies in treasury and deposit operations and proposing innovative solutions to enhance service delivery and reduce operational risk.
  • Lead design, delivery and implementation of training and systems for Credit Union staff regarding Commercial Solutions deposit, treasury, and credit card products as well as operational process and procedure.
  • Attends Credit Union networking and community events frequently to promote commercial products and services, actively contributing to the growth of membership, deposit relationships, and loan volume through strategic engagement and relationship building.
  • Perform other duties as assigned.

Job Requirements -

• All Levels:
  • High school diploma or equivalent required
  • Experience working in a financial institution, preference in retail banking.
• Level II and Senior Level:
  • Experience opening and maintaining complex business accounts, processing credit applications, and execution of treasury services requests

Competencies:

• Core Competencies that must be demonstrated by all Credit Union employees include Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, and Achieve, and Collaborate.
• Functional Competencies:
  • Change Management - Adjusts thinking and behavior to resiliently face change and uses experience to fuel growth. Enables the process of change and transition while helping others deal with its effects. Displays self-awareness of their personal reaction to change and regulates their response. Acts as a change champion, communicating the why behind the change and aligning with organizational direction.
  • Critical Thinking - Takes outside knowledge into account while evaluating information.
  • Detail Oriented - Ensures information is complete and accurate. Adheres to process as outlined. Follows up to ensure understanding, quality, and completion of work.
  • Initiative - Takes proactive and prompt action to accomplish work goals. Takes action to achieve results beyond requirements.
  • Member Sales -Effectively leverages opportunities and generates leads to cross-sell products and services with integrity, supporting
    member needs while achieving individual, department, and organizational goals.
  • Mentorship - Helps others build awareness, confidence, and resources necessary to fulfill their potential, regardless of reporting relationships.
  • Product Knowledge - Demonstrates knowledge of products, services, and relevant details offered or supported within the position.
  • Resourcefulness - Creatively copes with difficult situations or unusual problems. Solves problems and achieves results in the face of obstacles and constraints.
  • Superior Service - Prioritizes and acts on the needs of members and employees. Sets the tone and establishes rapport. Acknowledged and clarifies while committing and providing guidance. Summarizes and closes the interaction positively.
  • Time Management - Manages time and resources to ensure work is completed efficiently.

Physical Demands and Work Environment-

• May be required to remain in a stationary position for an extended period.
• Ability to operate standard office technology, equipment, and tools, which may include many hours of computer and phone usage.
• Occasionally needs to move about inside of an office area.
• Exposure to potentially hazardous condition, e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure.
• This position is able to work in onsite working arrangements.

Disclaimer -

• Please note this job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and MSU Federal Credit Union reserves the right to change this position description and/or assign tasks for the employee to perform, as MSUFCU may deem appropriate.
• MSUFCU is an affirmative-action, equal-opportunity employer.
• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.