Member Services Leader & Training Coach

State Employees' Credit Union; Nashville (TN); On-site; USD 60,000 - 90,000; Full time

Job summary

State Employees' Credit Union seeks a Member Services Manager to lead and develop MSRs, oversee Cash Management, and ensure adherence to branch risk guidelines. The role involves training, delegating, reviewing performance, and maintaining member satisfaction across service channels.

The position requires strong leadership, coaching abilities, and experience with referrals to specialists in lending, insurance, and investments, along with a focus on regulatory compliance and risk management.

Qualifications

• Requires high school diploma or GED; preferred Bachelor’s degree or CCUE/AA/AS per internal requirements.
• Demonstrated ability to lead others and resolve conflicts in a fast-paced environment.
• Experience training MSRs and ensuring policy compliance and risk controls.
• Knowledge of banking products (real estate lending, insurance, investments, etc.) and ability to refer.
• Strong interpersonal skills and ability to manage multiple responsibilities.

Responsibilities

• Educate members on services and tailor recommendations to needs.
• Issue referrals to specialists for real estate lending, insurance, and investments.
• Provide guidance in financial advisory services and ensure compliance with policies.
• Oversee MSR performance, training, scheduling, and incident resolution.

Skills

Leadership

Training & Development

Delegation

Customer Service

Conflict Resolution

Education

Bachelor’s degree or CCUE Certification or AA via NC-CTP

Tools

Workday

CXone

OnBase

MARGO Platform

Wires/Transfers Systems

Job description

State Employees' Credit Union seeks a Member Services Manager to lead and develop MSRs, oversee Cash Management, and ensure adherence to branch risk guidelines. The role involves training, delegating, reviewing performance, and maintaining member satisfaction across service channels.

The position requires strong leadership, coaching abilities, and experience with referrals to specialists in lending, insurance, and investments, along with a focus on regulatory compliance and risk management.