Member Services Manager

• Member Eligibility
• Cash Handling
• Disputes vs. Fraud
• Foreign Currency & Foreign Checks

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

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.
• Assist with the professional growth and development of employees and work with Senior MSRs to ensure continuity of service.
• Assist with 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.
• Ensure that MSR functions are efficiently, accurately, and effectively performed in accordance with established policies and standards.
• 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 are accurate, complete, and timely.

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.
• Security and control procedures must be followed by all branch employees.
• Serve members by processing transactions in the appropriate system and balancing a cash drawer in accordance with Performance Measurement Criteria standards.
• 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.
• 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.
• Proficiency in account maintenance and opening all account types for new members while following MIP 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.
• Display the ability to resolve problems across all delivery channels and independently utilize critical thinking to ensure members are well informed and have a positive branch experience.
• Review and take appropriate action on negative checking, NSFB, and Share Below $25 report.…