Member Services Representative

SECU•Columbia, MD

13d•Onsite

About The Position

The Member Services Representative (MSR) is the �face� and �personal connection� to our members in our Financial Centers. With a focus of making things easy, enjoyable and effective, the MSR brings a dynamic personality to ensure the delivery of exceptional member service through high levels of engaging communication, accuracy and efficiency while educating members on SECU products and services and making appropriate referrals. The MSR is the primary lobby leader/concierge in the Financial Center, actively coordinating the lobby traffic to include managing the appointment schedule and setting realistic wait-time expectations for walk-up members. MSRs also assist members through the Curbside channel, using this as an opportunity to promote SECU�s alternative channels of delivery and modeling self-service behaviors. They also ensure effective referral-based conversations occur that will benefit the member and the overall performance of the Financial Center. An MSR possesses a knowledge of and understanding of SECU (e.g. critical measures, strategy), home financial center/surrounding market footprint and the financial services industry in addition to an awareness of SECU Brand and the impact on our envisioned future. This individual also must have a thorough knowledge of SECU�s products and services and the ability to take accountability for his/her behaviors and results while being a highly effective advisor to the member and team player within the financial center.

Requirements

Proven performance in relationship building.
Goal attainment in retail banking sector preferred.
Communication skills.
Organization skills.
Teamwork skills.
Punctuality.
Critical thinking skills.
Social skills.
Creativity.
Interpersonal communication skills.
Adaptability.
Friendly personality.

Nice To Haves

College Degree Preferred

Responsibilities

Serve as the primary lobby leader/concierge in the Financial Center.
Coordinate lobby traffic, manage appointment schedules, and set realistic wait-time expectations.
Assist members through the Curbside channel, promoting alternative channels and modeling self-service behaviors.
Conduct effective referral-based conversations to benefit members and the Financial Center's performance.
Educate members on SECU products and services.
Make appropriate referrals to other SECU products and services.
Maintain a thorough knowledge of SECU's products and services.
Take accountability for behaviors and results.
Act as a highly effective advisor to members and a team player within the financial center.