Sr. Member Services Representative

** 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…