Associate Member Services Representative

SECU•Marshall, IL

About The Position

The Associate Member Services Representative (MSR) is an entry-level role that provides foundational knowledge of SECU branch operations. Associate MSRs perform routine branch duties according to standard procedures and provide exemplary member service by responding to inquiries in person, by telephone, and through digital channels. Duties include cash box management, account origination and maintenance, transaction processing, and other branch operations. The role requires completing SECU training and core modules, following credit union policies and regulatory requirements, and maintaining the confidentiality and security of member information. The Associate MSR develops knowledge of SECU products, services, systems, and procedures while assisting members and collaborating with other departments. Additional training and continuing education are required, and completion of the Credit Union’s Core Module Program within 12 months of hire is a condition of employment. Regular attendance and punctuality are mandatory. SECU may fill the role at a higher or lower level based on business need.

Requirements

High school diploma or GED equivalent.
Consistently demonstrate SECU’s Core Values.
Aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union.
Good verbal and written communication skills.
Good problem-solving skills.
Complete the Credit Union’s Core Module Program within 12 months of hire as a condition of employment.
Ability to comprehend and carry out job demands.
Ability to comprehend phone calls.
Ability to sit for a substantial amount of time and use hands and fingers to operate a computer keyboard and telephone keypad and lift a telephone receiver.
Ability to lift 10–15 pounds.

Nice To Haves

Bachelor’s degree, CCUE Certification, or an Associate of Arts or Associate of Science degree through the North Carolina Community College Transfer Program (NC-CTP).

Responsibilities

Attend Excel and Elevate – New Employee Training (E&E) and complete the designated core modules and subsequent required training.
Comply with credit union policies, regulatory requirements, security procedures, and controls; keep member information confidential and access accounts only for business purposes.
Process member transactions in the appropriate system and balance a cash drawer according to Performance Measurement Criteria standards.
Follow check acceptance guidelines and hold procedures.
Greet and assist members courteously, professionally, and promptly in person, by phone, and through digital communication.
Answer phones, assist with service requests, and operate a drive-through window as needed.
Balance the vault, automated teller machines, teller cash dispenser, and coin sorter.
Evaluate daily mobile and ATM check deposits.
Help verify and prepare cash deliveries and shipments.
Interact with other departments to facilitate member requests.
Organize, file, and scan documents daily.
Process foreign and domestic wire transfers and help order and return foreign currency.
Troubleshoot member account, card, and online access issues, including processing disputes.
Review and take appropriate action on negative checking, NSFB, and Share Below $25 reports.
Learn to open basic accounts, following MIP procedures for existing members and working under experienced MSR/MSO supervision.
Learn CXone and assist MSS as requested.
Develop basic knowledge of SECU Financial Advisory and Real Estate products and services and provide referrals as needed.
Maintain daily and monthly records for reports such as return items and forgeries.
Maintain a positive attitude toward members and teammates and a professional appearance and demeanor.
Participate in additional training and continuing education to improve knowledge of branch operations.
Complete the Core Module Program within 12 months of hire and complete the listed modules required before advancement.
Complete additional tasks assigned by management and other administrative duties as needed.
Maintain regular attendance and punctuality.