Member Services Manager

About the Role

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.

Responsibilities

• Ensure employees educate members on available services and make recommendations based on their needs.
• Encourage and process member referrals to specialists for assistance with real estate lending, insurance, investments, and estate planning.
• Provide quality referrals for basic Financial Advisory Services (e.g., insurance, retirement planning, investment services, trust services).
• Support employees in resolving member and procedural problems; respond to members’ complaints or criticism promptly and courteously.
• 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 ensure continuity of service.
• Handle personnel-related issues alongside the ABM/VP/SVP and Human Resources.
• Delegate duties and follow up to ensure proper completion.
• Establish effective work schedules.
• Oversee adherence to proper control procedures, credit union policy, and regulatory compliance.
• Approve timesheets, time off requests, evaluate and key salary increases, and promotion requests.
• Set performance goals for MSR staff.
• Ensure MSR functions are efficiently, accurately, and effectively performed in accordance with established policies and standards.
• Evaluate MSRs at least quarterly through Workday.
• Ensure Cash Management and Balancing align with the Branch Operations Risk Assessment.
• Ensure security procedures are understood and adhered to by all MSRs.
• Ensure monies are balanced and discrepancies are promptly resolved.
• Maintain good working relationships and coordination with MSR area personnel and management.
• Ensure the Credit Union’s professional reputation is maintained and conveyed.
• Ensure required reports and records are accurate, complete, and timely.
• Comply with all Credit Union policies and regulatory requirements.
• Ensure confidentiality of member information and access accounts for business purposes only.
• Process transactions and balance a cash drawer in accordance with Performance Measurement Criteria standards.
• Understand SECU Check Acceptance Guidelines and Hold procedures.
• Greet and assist members courteously and professionally through all service channels (in-person, phone, digital).
• 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.
• Open and maintain all account types for new members while following MIP procedures.
• Process maintenance on tax-advantaged accounts, foreign and domestic wire transfers, redeem savings bonds, and order/return foreign currency.
• Resolve problems across all delivery channels and ensure members are well-informed.
• Review and take action on negative checking, NSFB, and Share Below $25 reports.
• Oversee and train MSRs in the collection and documentation of deposit and/or loan collection reports.
• Maintain daily and monthly records for various reports (e.g., return items, forgeries).
• Facilitate member safe deposit box access.
• Perform subsequent advances on existing open and home equity lines of credit.
• Provide Notary Public services.
• Engage with the community to enhance Credit Union presence by attending events as requested by management.
• Assist in training MSRs in CXone and support MSS as requested.
• Maintain a positive attitude, professional appearance, and demeanor.
• Participate in professional development and leadership training.
• Complete required training and continuing education to maintain knowledge of branch operations and member needs.
• Coordinate the daily balancing of the vault, ATMs, teller cash dispenser, coin sorter, and mobile deposits.
• Train employees on effective duty performance.
• Complete additional tasks assigned by management and other administrative duties as needed.

Required Modules

All the following modules must be completed prior to appointment to MSM:

• Checking Accounts
• Lending Overview
• Member Eligibility
• Money Market Share Accounts (MMSA)
• NCUA Coverage
• Online Services
• SECU Policies Overview
• Share Accounts
• Cooperative Principles
• 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
• Tax-Advantaged Accounts
• U.S. Savings Bonds
• Visa DPS System
• Wires

Requirements

• High school diploma or GED equivalent.
• Preferred: Bachelor’s degree, CCUE Certification, or Associate of Arts/Science degree via the North Carolina Community College Transfer Program (NC-CTP).
• Demonstrated ability to resolve conflict and effectively lead others.
• Excellent interpersonal and communication skills; team-oriented.
• Effective delegation skills and ability to manage multiple responsibilities.
• Demonstrated proficiency in all aspects of 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.
• Completion of all required quarterly training courses and other assigned training.
• Consistent demonstration of SECU’s Core Values.
• Must complete the Credit Union’s Core Module Program within 12 months of hire date as a condition of employment.

Work 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.
• Substantial amount of sitting.
• Use hands and fingers to press keys on a computer keyboard or telephone keypad.
• Must be able to comprehend phone calls.
• Must be able to lift 10-15 pounds.