Associate Member Services Representative

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!
Purpose
The Associate Member Services Representative (MSR) is an entry-level position intended to provide team members with foundational knowledge of SECU branch operations. Associate MSRs perform routine branch duties and follow standard branch procedures. They are responsible for providing exemplary member service by responding to member inquiries by telephone and in person, including functions such as cash box management, account origination and maintenance.
Performance Expectations and Essential Responsibilities
Attend Excel and Elevate – New Employee Training (E&E).
The following 10 Core Modules will be completed after E&E and subsequent training sessions:
Checking Accounts
Member Eligibility
Money Market Share Accounts
SECU Policies Overview
Share Accounts
Lending Overview
NCUA Coverage
Cooperative Principles
Member Access
We Are SECU!
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Comply with all Credit Union policies and regulatory requirements.
Ensure all member information remains confidential, and members’ accounts are accessed for business purposes only.
Follow all security and control procedures.
Serve members by processing transactions in the appropriate system and balancing a cash drawer in accordance with Performance Measurement Criteria standards.
Adhere to 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.
Balance the vault, automated teller machines, teller cash dispenser, and coin sorter.
Evaluate daily mobile and automated teller machine check deposits.
Help verify and prepare cash delivery and shipments.
Interact with other departments to facilitate member requests.
Organize, file and scan documents daily.
Process foreign and domestic wire transfers.
Help order and return foreign currency.
Troubleshoot problems with member accounts, cards, and on-line access including processing disputes.
Review and take appropriate action on negative checking, NSFB, and Share Below $25 report.
Begin learning to open basic accounts while following MIP procedures for existing members including share, money market, checking, and Share Term Certificates with experienced MSR/MSO supervision.
Learn CXone and be able to assist MSS as requested.
Begin obtaining basic knowledge of Financial Advisory and Real Estate products and services offered by SECU (i.e., insurance, retirement planning, investment services, trust, and mortgage services) and provide referrals as needed.
Maintain daily and monthly records for various reports – i.e., return items, forgeries.
Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
Participate in additional training and continuing education to enhance knowledge of branch operations.
Regular attendance and punctuality are mandatory.
Complete additional tasks assigned by management and other administrative duties as needed.
Additional Modules Required
The following modules should be completed at this level and are required prior to advancement to the next level:
SECU's Member Facing Websites
Branch Security Measures
Share Term Certificates
Account Titling & Designations
Buy/Sell
Funds Transfer
Member Identification
Stop Payments & Stop Cautions
Wires
Cash Handling
Check Acceptance
Holds
MARGO Platform
MARGO Teller
New Accounts
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).
Consistently demonstrates SECU’s Core Values
Must possess an aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union.
Must have good communication skills, both verbal and written.
Must have good problem-solving skills.
Must complete the Credit Union’s Core Module Program within 12 months of hire date as a condition of employment.
Job 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.
Job requires a substantial amount of sitting.
Use hands and fingers to press keys on a computer keyboard to enter or retrieve information.
Use hands and fingers to press telephone keypad and lift telephone receiver.
Must be able to comprehend phone calls.
Must be able to lift 10-15 pounds.
SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.
Disclaimer
State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.