Member Services Representative

SECU•Towson, MD

6d•Onsite

About The Position

The Member Services Representative (MSR) is the face and personal connection to members in SECU Financial Centers. The role focuses on making member interactions easy, enjoyable, and effective by delivering exceptional service through engaging communication, accuracy, and efficiency. The MSR educates members about SECU products and services and makes appropriate referrals. As the primary lobby leader and concierge, the MSR coordinates lobby traffic, manages the appointment schedule, and sets realistic wait-time expectations for walk-up members. The MSR also assists members through the Curbside channel, promotes SECU’s alternative delivery channels, and models self-service behaviors. The role supports referral-based conversations that benefit members and the Financial Center. The MSR is expected to understand SECU, including its critical measures and strategy, the home Financial Center and surrounding market, the financial services industry, and SECU’s brand. The individual should have thorough knowledge of SECU products and services, take accountability for behaviors and results, and serve as an effective advisor to members and team player within the Financial Center.

Requirements

Strong communication and interpersonal skills.
Organization and punctuality.
Teamwork and critical thinking.
Social skills, creativity, and adaptability.
Friendly personality.
Ability to build relationships and attain goals; proven performance in these areas in the retail banking sector is preferred.

Nice To Haves

College degree preferred.
Proven performance in relationship building and goal attainment in the retail banking sector preferred.

Responsibilities

Deliver exceptional member service through engaging communication, accuracy, and efficiency.
Educate members about SECU products and services and make appropriate referrals.
Lead and coordinate lobby traffic as the primary lobby leader and concierge.
Manage the appointment schedule and set realistic wait-time expectations for walk-up members.
Assist members through the Curbside channel, promote SECU’s alternative delivery channels, and model self-service behaviors.
Support effective referral-based conversations that benefit members and the Financial Center.
Apply knowledge of SECU, its strategy and critical measures, the local market, the financial services industry, and the SECU brand.
Take accountability for personal behaviors and results while advising members and collaborating with the Financial Center team.