Sr Member Services Representative

SECU • Leland, NC

10d • 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. Enhanced Expectations and Responsibilities at this Position Level include preparing, ordering, and verifying cash delivery and shipments. This role demonstrates the ability to resolve problems across all delivery channels and independently utilize critical thinking. The Senior Member Services Representative will review and take appropriate action on various reports, provide employee support in resolving member and procedural problems, and research and resolve member complaints. They will also assist in the supervision of the Member Services Representative area, ensuring credit union policy and regulatory compliance. This role coordinates 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, and following all security and control procedures. This role serves members by processing transactions in the appropriate system and balancing a cash drawer, with a thorough understanding of SECU Check Acceptance Guidelines and Hold procedures. The Senior Member Services Representative greets and assists members in a courteous, professional, and timely manner through all service channels – in-person, phone, and digital communication. They operate a drive-through window as needed, balance the vault, automated teller machines, teller cash dispenser, and coin sorter, and interact with other departments to facilitate member requests. This role organizes, files and scans documents daily, and demonstrates proficiency in account maintenance and opening all account types for new members while following Member Identification Procedures. They open and process maintenance on tax advantaged accounts, process foreign and domestic wire transfers, redeem savings bonds, and help order and return foreign currency. Maintaining a current and comprehensive knowledge of credit union products and services is essential, as is being knowledgeable in basic Financial Advisory and Real Estate Services and able to provide quality referrals. The role establishes and facilitates member safe deposit box access and obtains and executes Notary Public services as requested by management. Engaging with the community as requested by management and exhibiting a positive attitude toward members and teammates while maintaining professional appearance and demeanor are also key. Participation in additional training and continuing education is expected, and regular attendance and punctuality are mandatory. Additional tasks assigned by management and other administrative duties as needed will also be completed.

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.

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: Mid Level
• Education Level: High school or GED