Member Services Manager

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.
• Aid in the professional growth and development of employees and work with Senior MSRs to ensure continuity of service.
• Aid in 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.
• 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

• Performance Expectations and Essential Responsibilities
• Enhanced Expectations and Responsibilities

Minimum 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.