Member Services Manager

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

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team! Purpose The Member Services Manager has the broadest MSR knowledge and is responsible for training, delegating, and reviewing the work of all levels of MSRs as well as the oversight of Cash Management to ensure adherence to Branch Operations Risk parameters.

Enhanced Expectations and Responsibilities at this Position Level*

• Ensure employees are educating members on available services and making recommendations based on their needs.
• Encourage and process member referrals to specialists for assistance with real estate lending, insurance, investments, and estate planning.
• Knowledgeable in basic Financial Advisory Services (i.e., insurance, retirement planning, investment services, trust services) and able to provide quality referrals.
• Provide employee support in resolving member and procedural problems.
• Respond to members’ complaints or criticism promptly and courteously with the intent to reconcile all problems. Oversee complaint resolution by other MSRs.
• Interview and screen applicants and make recommendations for hiring.
• Assist with the professional growth and development of employees and work with Senior MSRs to ensure continuity of service.
• Assist with handling personnel related issues along with the ABM/VP/SVP and Human Resources.
• Delegate appropriate duties and follow up to determine that work is properly completed.
• Establish effective work schedules.
• Oversee adherence to proper control procedures and ensure credit union policy and regulatory compliance.
• Approve timesheets, time off requests, evaluate and key salary increases and promotion requests.
• Set goals for personal performance of MSR staff.
• Ensure that MSR functions are efficiently, accurately, and effectively performed in accordance with established policies and standards.
• Evaluate MSRs at least quarterly through Workday.
• Ensure that Cash Management and Balancing are in line with the Branch Operations Risk Assessment.
• Ensure that security procedures are understood and adhered to by all MSRs.
• Ensure that monies are balanced, and any discrepancies promptly resolved.
• Make certain MSRs are appropriately assisted and supported.
• Good working relationships and coordination should exist with MSR area personnel and with management. Management is appropriately informed of area activities and concerns.
• Ensure the Credit Union’s professional reputation is maintained and conveyed.
• Required reports and records are accurate, complete, and timely.

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.
• Evaluate daily mobile and automated teller machine deposits.
• Prepare, order, and verify cash delivery and shipments.
• 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.
• Display 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.
• 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.
• Engage with community as requested by management on a regular basis by attending community events to enhance Credit Union presence.
• Proficient and able to assist in training MSRs in CXone and able to assist MSS as requested.
• Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
• Participate in additional professional development and leadership training.
• Participate in other required training and continuing education to enhance and maintain knowledge of branch operations and potential member needs.
• Regular attendance and punctuality are mandatory.
• Coordinate the daily balancing of the vault, automated teller machines, teller cash dispenser, coin sorter and mobile deposits.
• Train employees how to effectively perform duties.
• Complete additional tasks assigned by management and other administrative duties as needed.

Modules

• Checking Accounts
• Lending Overview
• Member Eligibility
• Money Market Share Accounts (MMSA)
• NCUA Coverage
• Online Services
• SECU Policies Overview
• Share Accounts
• Tax-Advantaged Accounts
• We Are SECU!
• Account and Profile Maintenance
• Account Research in OnBase
• Account Titling & Designations
• ACH/Direct Deposit
• Advances
• Alerts, Two-Way Text Messaging, One-Time Passcode
• Branch Security Measures
• Buy/Sell
• Cash Handling
• Cashpoints Global Accounts
• Check Acceptance
• Credit Cards
• Debit Cards
• Disputes vs. Fraud
• Estate Basics
• Financial Advisory Services (FAS) Overview
• Foreign Currency & Foreign Checks
• Funds Transfer
• Holds
• Life Stages and Events
• MARGO Platform
• MARGO Teller
• Member Identification
• Mobile Payments & Token Management
• Payments
• Payroll Deduction
• Relationship Manager
• Safe Deposit Boxes
• SECU’s Member-Facing Websites
• Share Term Certificates
• Stop Payments & Stop Cautions
• Transit Procedures
• U.S. Savings Bonds
• Visa DPS System
• Wires

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 resolve conflict and effectively lead others.
• Excellent Interpersonal skills.
• Must be Team Oriented.
• Possess excellent communication and listening skills.
• Effective delegation skills and ability to manage multiple responsibilities.
• Must have demonstrated proficiency in all aspects of all MSR responsibilities.
• Minimum 5 years of SECU or directly related experience strongly preferred.
• 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.
• Must complete the Credit Unions Core Module Program within 12 months of hire date as a condition of employment.

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 Member Services Manager position. Employees are expected to achieve proficiency in these areas while in the Member Services Manager positio 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.

Disclaimer State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.

State Employees' Credit Union is a not-for-profit, member-owned financial cooperative with a "Do the Right Thing" mission and a goal of helping people in our community. SECU values the differences in our staff and in our North Carolina communities. We believe that embracing the uniqueness of individuals makes our cooperative stronger, more innovative and better able to serve SECU members.