Senior Member Services Representative

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.

• 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.

• 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.
• Exh…