Associate Member Services Representative

SECU•Beaufort, SC

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 under standard procedures and provide member service by responding to inquiries in person, by telephone, and through digital channels. Duties include managing cash, processing transactions, and learning to originate and maintain accounts. The position includes required employee and role-specific training, with the Credit Union’s Core Module Program required within 12 months of hire as a condition of employment. The role requires adherence to Credit Union policies, regulatory requirements, confidentiality practices, and security and control procedures. Associate MSRs learn branch products, systems, and procedures while working with experienced MSRs/MSOs, and may support members with account, card, and online-access issues, disputes, referrals, and other service requests. 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.
Comprehend and carry out job demands; comprehend phone calls.
Ability to sit for substantial periods 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.
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 (E&E) and complete the specified core training modules.
Comply with Credit Union policies and regulatory requirements, protect confidential member information, access accounts only for business purposes, and follow security and control procedures.
Process member transactions in the appropriate system and balance a cash drawer according to 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 ATM check deposits.
Help verify and prepare cash deliveries and shipments.
Work 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 negative checking, NSFB, and Share Below $25 reports and take appropriate action.
Begin learning to open basic accounts for existing members under experienced MSR/MSO supervision, following MIP procedures.
Learn CXone and assist MSS as requested.
Develop basic knowledge of SECU financial advisory and real estate products and services and provide referrals as appropriate.
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.
Maintain regular attendance and punctuality.
Complete additional tasks assigned by management and other administrative duties as needed.
Complete the required modules for this level before advancement, including modules covering member-facing websites, branch security, share term certificates, account titling and designations, buy/sell, funds transfer, member identification, stop payments and cautions, wires, cash handling, check acceptance, holds, MARGO Platform, MARGO Teller, and new accounts.