Sr. Member Services Representative

State Employees' Credit Union•Troy, MI

1d•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 responsibilities such as preparing, ordering, and verifying cash delivery and shipments, resolving problems across all delivery channels, reviewing reports, providing employee support, researching member complaints, and assisting in the supervision of the Member Services Representative area to ensure policy and regulatory compliance. The position also coordinates daily balancing of the vault, automated teller machines, teller cash dispenser, coin sorter, and mobile deposits. Essential responsibilities include complying with all Credit Union policies and regulatory requirements, ensuring member information confidentiality, following security procedures, processing transactions, balancing a cash drawer, understanding check acceptance guidelines, greeting and assisting members through all service channels, operating a drive-through window as needed, interacting with other departments, organizing and scanning documents, proficiency in account maintenance and opening all account types, processing tax-advantaged accounts, foreign and domestic wire transfers, redeeming savings bonds, and handling foreign currency. The representative must maintain current knowledge of credit union products and services, be knowledgeable in basic Financial Advisory and Real Estate Services to provide quality referrals, establish and facilitate member safe deposit box access, and obtain and execute Notary Public services. Community engagement, a positive attitude, professional appearance and demeanor, participation in training, regular attendance, punctuality, and completing additional administrative tasks are also expected.

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.
Minimum of 4 years directly related experience.
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
Certified Credit Union Executive Certification
Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP)

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.
Thorough understanding of SECU Check Acceptance Guidelines and Hold procedures.
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.
Proficiency in account maintenance and opening all account types for new members while following Member Identification 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.
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.
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.
Regular attendance and punctuality are mandatory.
Complete additional tasks assigned by management and other administrative duties as needed.