Member Services Manager

SECU•Winston-Salem, NC

4d•Onsite

About The Position

The Member Services Manager has the broadest MSR knowledge and is responsible for training, delegating, and reviewing the work of all levels of MSRs as well as the oversight of Cash Management to ensure adherence to Branch Operations Risk parameters. This role ensures employees are educating members on available services and making recommendations based on their needs, and encourages and processes member referrals to specialists for assistance with real estate lending, insurance, investments, and estate planning. The manager provides employee support in resolving member and procedural problems, responds to members’ complaints or criticism promptly and courteously, and oversees complaint resolution by other MSRs. Additionally, the role involves interviewing and screening applicants, assisting with the professional growth and development of employees, and handling personnel-related issues in conjunction with management and Human Resources. The manager delegates appropriate duties, establishes effective work schedules, and oversees adherence to proper control procedures and credit union policy and regulatory compliance. They approve timesheets, time off requests, evaluate and key salary increases and promotion requests, and set goals for personal performance of MSR staff. The position ensures that MSR functions are efficiently, accurately, and effectively performed, and evaluates MSRs at least quarterly. The manager also ensures that Cash Management and Balancing are in line with the Branch Operations Risk Assessment, that security procedures are understood and adhered to, and that monies are balanced with any discrepancies promptly resolved. They ensure MSRs are appropriately assisted and supported, maintain good working relationships, and ensure the Credit Union’s professional reputation is maintained. Required reports and records must be accurate, complete, and timely.

Requirements

Must have high school diploma or GED equivalent.
Demonstrated ability to resolve conflict and effectively lead others.
Excellent Interpersonal skills.
Must be Team Oriented.
Possess excellent communication and listening skills.
Effective delegation skills and ability to manage multiple responsibilities.
Must have demonstrated proficiency in all aspects of all MSR responsibilities.
Excellent balancing record with no gross balancing violations or exceptions in the preceding 6 months.
Has completed all required quarterly training courses & other training assigned by management.
Consistently demonstrates SECU’s Core Values.
Must complete the Credit Unions Core Module Program within 12 months of hire date as a condition of employment.
Thorough understanding of SECU Check Acceptance Guidelines and Hold procedures.
Comply with all Credit Union policies and regulatory requirements.
Security and control procedures must be followed by all branch employees.

Nice To Haves

Bachelor’s degree, or CCUE Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP).
Minimum 5 years of SECU or directly related experience strongly preferred.

Responsibilities

Ensure employees are educating members on available services and making recommendations based on their needs.
Encourage and process member referrals to specialists for assistance with real estate lending, insurance, investments, and estate planning.
Provide employee support in resolving member and procedural problems.
Respond to members’ complaints or criticism promptly and courteously with the intent to reconcile all problems. Oversee complaint resolution by other MSRs.
Interview and screen applicants and make recommendations for hiring.
Assist with the professional growth and development of employees and work with Senior MSRs to ensure continuity of service.
Assist with handling personnel related issues along with the ABM/VP/SVP and Human Resources.
Delegate appropriate duties and follow up to determine that work is properly completed.
Establish effective work schedules.
Oversee adherence to proper control procedures and ensure credit union policy and regulatory compliance.
Approve timesheets, time off requests, evaluate and key salary increases and promotion requests.
Set goals for personal performance of MSR staff.
Ensure that MSR functions are efficiently, accurately, and effectively performed in accordance with established policies and standards.
Evaluate MSRs at least quarterly through Workday.
Ensure that Cash Management and Balancing are in line with the Branch Operations Risk Assessment.
Ensure that security procedures are understood and adhered to by all MSRs.
Ensure that monies are balanced, and any discrepancies promptly resolved.
Make certain MSRs are appropriately assisted and supported.
Ensure the Credit Union’s professional reputation is maintained and conveyed.
Ensure all member information remains confidential, and members’ accounts are accessed for business purposes only.
Serve members by processing transactions in the appropriate system and balancing a cash drawer in accordance with Performance Measurement Criteria standards.
Greet and assist members in a courteous, professional, and timely manner through all service channels – in-person, phone, and digital communication.
Answer phones and assist members with service requests.
Operate a drive-through window as needed.
Evaluate daily mobile and automated teller machine deposits.
Prepare, order, and verify cash delivery and shipments.
Interact with other departments to facilitate member requests.
Organize, file and scan documents daily.
Proficiency in account maintenance and opening all account types for new members while following MIP procedures.
Open and process maintenance on tax advantaged accounts, process foreign and domestic wire transfers, redeem savings bonds, and help order and return foreign currency.
Display the ability to resolve problems across all delivery channels and independently utilize critical thinking to ensure members are well informed and have a positive branch experience.
Review and take appropriate action on negative checking, NSFB, and Share Below $25 report. Oversee and train MSRs in the collection and documentation of deposit and/or loan collection reports as directed by management.
Maintain daily and monthly records for various reports - i.e., return items, forgeries.
Establish and facilitate member safe deposit box access.
Perform subsequent advances on existing open and home equity lines of credit.
Obtain and execute Notary Public services.
Engage with community as requested by management on a regular basis by attending community events to enhance Credit Union presence.
Proficient and able to assist in training MSRs in CXone and able to assist MSS as requested.
Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
Participate in additional professional development and leadership training.
Participate in other required training and continuing education to enhance and maintain knowledge of branch operations and potential member needs.
Coordinate the daily balancing of the vault, automated teller machines, teller cash dispenser, coin sorter and mobile deposits.
Train employees how to effectively perform duties.
Complete additional tasks assigned by management and other administrative duties as needed.