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Sr Member Services Representative

2 months ago

Concord, United States State Employees' Credit Union Full time

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team

Purpose

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*

  • Prepare, order, and verify cash delivery and shipments.
  • Demonstrate the ability to resolve problems across all delivery channels and independently utilize critical thinking to ensure members are well informed and have a positive branch experience.
  • Review and take appropriate action on negative checking, NSFB, and Share Below $25 report. Oversee and train MSRs in the collection and documentation of deposit and/or loan collection reports as directed by management.
  • Proficient and able to assist in training MSRs in CXone and able to assist MSS as requested.
  • Assist in training other employees in all MSR duties and act as a mentor to less experienced staff.
  • Provide employee support in resolving member and procedural problems.
  • Research and resolve member complaints.
  • Assist in the supervision of the MSR 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 MSM.
  • Train less experienced employees how to effectively perform duties.
  • Assist with displays and promoting Credit Union events such as Member Appreciation Days, Back-To-School Supply Drive, Youth week events.

Performance Expectations and Essential Responsibilities*

  • Comply with all Credit Union policies and regulatory requirements.
  • Ensure all member information remains confidential and members’ accounts are accessed for business purposes only.
  • Security and control procedures must be followed by all branch employees.
  • Serve members by processing transactions in the appropriate system and balancing a cash drawer in accordance with Performance Measurement Criteria standards.
  • 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.
  • Answer phones and assist members with service requests.
  • Operate a drive-through window as needed.
  • Balance the vault, automated teller machines, teller cash dispenser, and coin sorter.
  • Evaluate daily mobile and automated teller machine deposits.
  • 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 MIP 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, and independently possess an ability to educate members and make recommendations based on their needs.
  • Knowledgeable in basic Financial Advisory and Real Estate Services (i.e. insurance, retirement planning, investment services, trust, and mortgage services) and able to provide quality referrals.
  • Maintain daily and monthly records for various reports - i.e. return items, forgeries.
  • Establish and facilitate member safe deposit box access.
  • Perform subsequent advances on existing open and home equity lines of credit.
  • Obtain and execute Notary Public services as requested by management.
  • Engage with community as requested by management on a regular basis by attending community events to enhance Credit Union presence.
  • Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
  • Participate in additional training and continuing education to enhance and maintain knowledge of branch operations and potential member needs.
  • Regular attendance and punctuality are mandatory.
  • Complete additional tasks assigned by management and other administrative duties as needed.  

Modules Required

Note, the list of modules below is expected to be completed DURING the employee’s time in this position, not as a prerequisite of the position. Generally, employees are expected to complete the modules within one year in order to gain knowledge needed for effectiveness in the position and the modules listed below must be completed prior to advancement to the next level. The modules required are as follows:

  • Tax-Advantaged Accounts
  • Account Maintenance
  • Alerts - Two-Way Messaging and One-Time Passcode
  • Credit Cards
  • Estate Basics
  • Life Stages
  • Mobile Payments & Token Management
  • U.S. Savings Bonds
  • Visa DPS

Minimum Requirements

  • Must have high school diploma or GED equivalent.
  • Preferred – Bachelor’s degree, or CCUE Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP).
  • 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.
  • Must have demonstrated proficiency in all aspects of the Assoc MSR and MSR roles.
  • Minimum of 4 years of SECU or directly related experience strongly preferred.
  • Demonstrated ability to train MSRs and serve as a mentor to less experienced team members.
  • Demonstrated ability to oversee the MSR area in the absence of the Member Services Manager.
  • Excellent balancing record with no gross balancing violations or exceptions in the preceding 6 months.
  • Has completed all required quarterly training courses & other training assigned by management.
  • Consistently demonstrates SECU’s Core Values.

Job Environment

Office setting with physical proximity to other employees and members.  Some background noise from other employees, printers, telephone and coin machine.

Physical Demands

Must be able to comprehend and carry out job demands.

Job requires a substantial amount of sitting.

Use hands and fingers to press keys on a computer keyboard to enter or retrieve information.

Use hands and fingers to press telephone keypad and lift telephone receiver.

Must be able to comprehend phone calls.

Must be able to lift 10-15 pounds.

* 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.

SECU provides 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.