Senior Member Services Specialist & Mentor

SECU; Concord (NH); On-site; USD 45,000 - 65,000; Full time

Job summary

SECU is seeking a Senior Member Services Representative to oversee branch operations, train MSRs, and ensure a positive member experience across all channels. You will balance cash, manage vault and ATM processes, and mentor staff while maintaining compliance with internal policies and regulatory requirements.

Ideal candidates have a high school diploma or GED (Bachelor’s preferred) and extensive experience in MSR roles, including CXone proficiency and cross-department collaboration to resolve

Qualifications

• Requires ability to train MSRs and mentor staff.
• Strong problem-solving and critical thinking skills required.
• Excellent listener and communicator with time-management skills.

Responsibilities

• Prepare, order, and verify cash delivery and shipments.
• Balance the vault, ATMs, cash dispenser, coin sorter.
• Greet and assist members across service channels; handle phone and in-person requests.
• Train MSRs and supervise the MSR area in the absence of the Manager.
• Educate members on credit union products and services and provide referrals.

Skills

Critical thinking

Problem solving

Communication

Training MSRs

Time management

Mentoring

Education

High school diploma or GED

Bachelor’s degree / CCUE / AA or AS transfer program (NC-CTP)

Tools

CXone

Job description

SECU is seeking a Senior Member Services Representative to oversee branch operations, train MSRs, and ensure a positive member experience across all channels. You will balance cash, manage vault and ATM processes, and mentor staff while maintaining compliance with internal policies and regulatory requirements.

Ideal candidates have a high school diploma or GED (Bachelor’s preferred) and extensive experience in MSR roles, including CXone proficiency and cross-department collaboration to resolve