Member Services Representative

About the role

The Member Services Representative (MSR) is the “face” and “personal connection” to our members in our Financial Centers. With a focus on making things easy, enjoyable, and effective, the MSR brings a dynamic personality to ensure the delivery of exceptional member service through high levels of engaging communication, accuracy, and efficiency while educating members on SECU products and services and making appropriate referrals.

The MSR is the primary lobby leader/concierge in the Financial Center, actively coordinating lobby traffic, managing the appointment schedule, and setting realistic wait-time expectations for walk-up members. MSRs also assist members through the Curbside channel, using this as an opportunity to promote SECU’s alternative delivery channels and model self-service behaviors. They ensure effective referral-based conversations occur that benefit the member and the overall performance of the Financial Center.

An MSR possesses knowledge and understanding of SECU (e.g., critical measures, strategy), the home financial center/surrounding market footprint, and the financial services industry, along with an awareness of the SECU Brand and its impact on our envisioned future. This individual must have a thorough knowledge of SECU’s products and services and the ability to take accountability for their behaviors and results while being a highly effective advisor to members and a team player within the financial center.

Responsibilities

• Deliver exceptional member service through engaging communication, accuracy, and efficiency
• Educate members on SECU products and services and make appropriate referrals
• Act as the primary lobby leader/concierge, coordinating lobby traffic and managing appointment schedules
• Set realistic wait-time expectations for walk-up members
• Assist members through the Curbside channel and promote alternative delivery channels
• Model self-service behaviors and ensure effective referral-based conversations
• Maintain knowledge of SECU’s strategy, products, services, and brand
• Take accountability for behaviors and results while acting as an advisor to members

Requirements

• College degree preferred
• Proven performance in relationship building and goal attainment in the retail banking sector preferred
• Strong communication, organization, teamwork, punctuality, critical thinking, and social skills
• Creativity, interpersonal communication, adaptability, and a friendly personality

Pay

Hourly Rate: Minimum $18.56 – Maximum $27.88

Other compensation includes quarterly incentives based on productivity goals and annual corporate-wide incentives.

Benefits

SECU provides comprehensive benefits for all employees working 20+ hours per week, with a focus on total well-being:

• Medical, vision, and dental benefits
• 401k plan with company matching
• Generous sick, vacation, and personal leave
• Additional benefits (see 2025 SECU Benefit Guide for details)