Sr. Member Services Representative

State Employees' Credit Union•Greenville, NC

8d•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 include complying with all Credit Union policies and regulatory requirements, ensuring member information remains confidential and accounts are accessed for business purposes only, following all security and control procedures, serving members by processing transactions and balancing a cash drawer, understanding SECU Check Acceptance Guidelines and Hold procedures, greeting and assisting members courteously and professionally through all service channels, operating a drive-through window as needed, balancing various cash handling machines, interacting with other departments, organizing, filing, and scanning documents, maintaining proficiency in account maintenance and opening new accounts, processing maintenance on tax-advantaged accounts, wire transfers, savings bonds, and foreign currency, maintaining knowledge of credit union products and services, providing referrals for Financial Advisory and Real Estate Services, establishing and facilitating member safe deposit box access, obtaining and executing Notary Public services, engaging with the community, exhibiting a positive attitude, participating in additional training, and completing assigned tasks. Regular attendance and punctuality are mandatory.

Requirements

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.

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.
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.
Provide quality referrals for basic Financial Advisory and Real Estate Services.
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.