About the position
The Member Services Representative (MSR) plays a crucial role in the operations of the State Employees' Credit Union (SECU) by embodying the credit union philosophy of "People Helping People." This position requires a comprehensive understanding of branch operational procedures and the ability to communicate effectively with members regarding various products and services. The MSR is responsible for managing cash box operations, account origination, and maintenance, as well as providing a range of services to meet member needs. In this role, the MSR must demonstrate proficiency in opening and maintaining all types of accounts, including tax-advantaged accounts, and processing transactions such as foreign and domestic wire transfers. The representative will also be responsible for executing Notary Public services, engaging with the community through events, and maintaining a thorough knowledge of credit union products to educate members and make tailored recommendations. Additionally, the MSR will document efforts related to deposit and loan collections, assist with member safe deposit box access, and ensure compliance with all credit union policies and regulatory requirements. The MSR is expected to greet and assist members courteously and professionally across various service channels, including in-person, phone, and digital communication. Responsibilities also include balancing cash drawers, operating automated teller machines, and troubleshooting member account issues. The MSR will participate in ongoing training and education to enhance their knowledge and skills, ensuring they remain effective in their role and can advance within the organization. Regular attendance and punctuality are mandatory, and the MSR must complete additional tasks as assigned by management.
Responsibilities
- Communicate and explain product information to members and answer general questions.
- Open and process maintenance on tax-advantaged accounts.
- Process foreign and domestic wire transfers and redeem savings bonds.
- Engage with the community by attending events to enhance Credit Union presence.
- Maintain knowledge of credit union products and services to educate members and make recommendations.
- Contact members regarding deposit and loan collection reports as directed by management.
- Perform subsequent advances on existing open and home equity lines of credit.
- Assist with member safe deposit box access after completing required training.
- Comply with all Credit Union policies and regulatory requirements.
- Ensure confidentiality of member information and proper access to accounts.
- Serve members by processing transactions and balancing a cash drawer.
- Greet and assist members in a courteous and professional manner.
- Answer phones and assist members with service requests.
- Operate a drive-through window as needed.
- Balance the vault and automated teller machines.
- Help verify and prepare cash delivery and shipments.
- Interact with other departments to facilitate member requests.
- Organize, file, and scan documents daily.
- Troubleshoot problems with member accounts and online access.
- Maintain daily and monthly records for various reports.
- Exhibit a positive attitude toward members and teammates.
- Participate in additional training and continuing education.
Requirements
- High school diploma or GED equivalent is required.
- Bachelor's degree, CCUE Certification, or Associate's degree preferred.
- Aptitude for meeting people and developing member confidence and trust.
- Excellent verbal and written communication skills.
- Self-motivated and dependable with good judgment.
- Demonstrated ability to problem solve and be an active listener.
- Proficiency in all aspects of the Associate MSR role is required.
- Minimum of 2 years of SECU or directly related experience preferred.
- Excellent balancing record with no gross balancing violations in the preceding 6 months.
- Completion of all required quarterly training courses.
Nice-to-haves
- Experience in financial advisory and real estate services.
- Knowledge of CXone and ability to assist MSS as requested.
