Associate Member Services Representative

State Employees' Credit Union•Marshall, TX

About The Position

The Associate Member Services Representative (MSR) is an entry-level position that provides foundational knowledge of SECU branch operations. Associate MSRs perform routine branch duties under 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, cash balancing, and learning to open basic accounts under the supervision of experienced MSRs or MSOs. The position requires completion of new employee training, a Core Module Program within 12 months of hire, and additional learning modules required before advancement. Associate MSRs must follow credit union policies, regulatory requirements, confidentiality rules, and security procedures. The role also involves supporting other departments, learning about SECU financial products and services, and making referrals when appropriate.

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.

Nice To Haves

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

Responsibilities

Attend Excel and Elevate – New Employee Training and complete the associated 10 Core Modules.
Comply with Credit Union policies and regulatory requirements, protect member confidentiality, and follow security and control procedures.
Process member transactions in the appropriate system and balance a cash drawer in accordance with Performance Measurement Criteria standards.
Follow SECU Check Acceptance Guidelines and hold procedures.
Greet and assist members courteously, professionally, and promptly in person, by phone, and through 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 deliveries and shipments.
Coordinate 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 member account, card, and online-access problems, including processing disputes.
Review and take appropriate action on negative checking, NSFB, and Share Below $25 reports.
Begin learning to open basic accounts for existing members, following MIP procedures 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, including insurance, retirement planning, investment services, trust, and mortgage 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 enhance knowledge of branch operations.
Maintain regular attendance and punctuality.
Complete additional management-assigned tasks and administrative duties as needed.
Complete the required modules for this level before advancement to the next level.