Senior Member Services Representative

State Employees' Credit Union; Stratford (NC); On-site; USD 48,000 - 62,000; Full time

Job summary

State Employees' Credit Union seeks a Senior Member Services Representative with broad knowledge of branch operations and MSR duties. This role involves mentoring staff and handling complex member transactions across channels, while upholding credit union policies and compliance.

The position emphasizes training, problem-resolution, and accurate cash management, including vault and ATM balancing, to support member service excellence.

Qualifications

• Must have high school diploma or GED equivalent.
• Demonstrated ability to work independently and as part of a team.
• Excellent critical thinking and problem-solving skills.
• Effective listener and communicator.
• Minimum of 4 years directly related experience strongly preferred.

Responsibilities

• Prepare, order, and verify cash delivery and shipments.
• Resolve member issues and complaints across all channels.
• Supervise MSR area and ensure compliance with policies.
• Balance vaults, ATMs, and cash dispensers; handle transfers and foreign currency.
• Greet and assist members in a courteous, professional manner across in-person, phone, and digital channels.

Skills

Teamwork

Critical thinking

Cash handling

Customer service

Education

High school diploma or GED

Advanced degree preferred

Tools

SECU policies

Job description

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.
• Review and take appropriate action on various reports.
• Provide employee support in resolving member and procedural problems.
• Research and resolve member complaints.
• Assist in the supervision of the Member Services Representative 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 Member Services Manager.

* 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.
• Follow all security and control procedures.
• Serve members by processing transactions in the appropriate system and balancing a cash drawer.
• 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.
• Operate a drive-through window as needed.
• Balance the vault, automated teller machines, teller cash dispenser, and coin sorter.
• 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 Member Identification 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.
• Knowledgeable in basic Financial Advisory and Real Estate Services and able to provide quality referrals.
• Establish and facilitate member safe deposit box access.
• Obtain and execute Notary Public services as requested by management.
• Engage with community as requested by management.
• Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
• Participate in additional training and continuing education.
• Regular attendance and punctuality are mandatory.
• Complete additional tasks assigned by management and other administrative duties as needed.

Minimum Requirements

• Must have high school diploma or GED equivalent.
• Preferred - Bachelor’s degree, or Certified Credit Union Executive Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP).
• Demonstrated ability to work independently and as part of a team.
• Excellent critical thinking and problem‑solving skills.
• Effective listener and communicator.
• Effective with time management.
• Minimum of 4 years directly related experience strongly preferred.
• 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 Sr Member Services Representative position. Employees are expected to achieve proficiency in these areas while in the Sr Member Services Representative position.

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.