Sr. Member Services Representative

SECU • Greenville, SC

13d • Onsite

About The Position

The Senior Member Services Representative must possess broad knowledge of all branch operational procedures and tools obtained through their work experience as well as a comprehensive understanding of all MSR responsibilities. They assist in training other employees in all MSR duties and act as a mentor to less experienced staff. This role involves enhanced expectations and responsibilities at this position level, including preparing, ordering, and verifying cash delivery and shipments, demonstrating the ability to resolve problems across all delivery channels, independently utilizing critical thinking, reviewing and taking appropriate action on various reports, providing employee support in resolving member and procedural problems, researching and resolving member complaints, assisting in the supervision of the Member Services Representative area including ensuring credit union policy and regulatory compliance, and coordinating the daily balancing of the vault, automated teller machines, teller cash dispenser, coin sorter and mobile deposits at the direction of the Member Services Manager. Performance Expectations and Essential Responsibilities include complying with all Credit Union policies and regulatory requirements, ensuring all member information remains confidential and members’ accounts are accessed for business purposes only, following all security and control procedures, serving members by processing transactions in the appropriate system and balancing a cash drawer, having a thorough understanding of SECU Check Acceptance Guidelines and Hold procedures, greeting and assisting members in a courteous, professional, and timely manner through all service channels – in-person, phone, and digital communication, operating a drive-through window as needed, balancing the vault, automated teller machines, teller cash dispenser, and coin sorter, interacting with other departments to facilitate member requests, organizing, filing and scanning documents daily, proficiency in account maintenance and opening all account types for new members while following Member Identification Procedures, opening and processing maintenance on tax advantaged accounts, processing foreign and domestic wire transfers, redeeming savings bonds, and helping order and return foreign currency, maintaining a current and comprehensive knowledge of credit union products and services, being knowledgeable in basic Financial Advisory and Real Estate Services and able to provide quality referrals, establishing and facilitating member safe deposit box access, obtaining and executing Notary Public services as requested by management, engaging with the community as requested by management, exhibiting a positive attitude toward members and teammates while maintaining professional appearance and demeanor, participating in additional training and continuing education, and regular attendance and punctuality. Additional tasks assigned by management and other administrative duties as needed are also part of the role. Performance Expectations and Essential Responsibilities represent responsibilities in which team members are expected to have already demonstrated proficiency at prior position levels. Team members are expected to continue to perform in those areas and become more proficient as they gain additional experience. Enhanced Expectations and Responsibilities represent additional responsibilities of the Sr Member Services Representative position. Employees are expected to achieve proficiency in these areas while in the Sr Member Services Representative position.

Requirements

• Must have high school diploma or GED equivalent.
• Demonstrated ability to work independently and as part of a team.
• Excellent critical thinking and problem-solving skills.
• Effective listener and communicator.
• Effective with time 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.

Nice To Haves

• Bachelor’s degree, or Certified Credit Union Executive Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP).
• Minimum of 4 years directly related experience strongly preferred.
• Thorough understanding of SECU Check Acceptance Guidelines and Hold procedures.
• Proficiency in account maintenance and opening all account types for new members while following Member Identification Procedures.
• Maintain a current and comprehensive knowledge of credit union products and services.
• Knowledgeable in basic Financial Advisory and Real Estate Services and able to provide quality referrals.

Responsibilities

• Prepare, order, and verify cash delivery and shipments.
• Demonstrate the ability to resolve problems across all delivery channels and independently utilize critical thinking.
• Review and take appropriate action on various reports.
• Provide employee support in resolving member and procedural problems.
• Research and resolve member complaints.
• Assist in the supervision of the Member Services Representative area including ensuring credit union policy and regulatory compliance.
• Coordinate the daily balancing of the vault, automated teller machines, teller cash dispenser, coin sorter and mobile deposits at the direction of the Member Services Manager.
• Comply with all Credit Union policies and regulatory requirements.
• Ensure all member information remains confidential and members’ accounts are accessed for business purposes only.
• Follow all security and control procedures.
• Serve members by processing transactions in the appropriate system and balancing a cash drawer.
• Greet and assist members in a courteous, professional, and timely manner through all service channels – in-person, phone, and digital communication.
• Operate a drive-through window as needed.
• Balance the vault, automated teller machines, teller cash dispenser, and coin sorter.
• Interact with other departments to facilitate member requests.
• Organize, file and scan documents daily.
• Open and process maintenance on tax advantaged accounts, process foreign and domestic wire transfers, redeem savings bonds, and help order and return foreign currency.
• Establish and facilitate member safe deposit box access.
• Obtain and execute Notary Public services as requested by management.
• Engage with community as requested by management.
• Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
• Participate in additional training and continuing education.
• Complete additional tasks assigned by management and other administrative duties as needed.

Benefits

• Equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED