Associate Member Services Representative

State Employees' Credit Union•Hickory, NC

18h

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 according to standard procedures and provide exemplary service by responding to member inquiries in person, by telephone, and through digital communication. Duties include cash box management, transaction processing, account origination and maintenance, and assisting members with service requests. The role includes training in branch operations, member accounts, policies, security, cash handling, and SECU products and services. The Associate MSR begins learning to open basic accounts under experienced MSR/MSO supervision and develops knowledge of Financial Advisory and Real Estate products and services to make referrals as appropriate. Regular attendance, punctuality, continued training, and compliance with Credit Union policies and regulatory requirements are required.

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 through the North Carolina Community College Transfer Program (NC-CTP).

Responsibilities

Attend Excel and Elevate – New Employee Training and complete the 10 Core Modules and additional required modules for this level.
Comply with Credit Union policies and regulatory requirements, maintain member confidentiality, 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 automated teller machine 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 and help order and return foreign currency.
Troubleshoot issues with member accounts, cards, and online access, including processing disputes.
Review and take appropriate action on negative checking, NSFB, and Share Below $25 reports.
Begin learning to open basic accounts, including share, money market, checking, and Share Term Certificates, while 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, 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, along with 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 tasks assigned by management and other administrative duties as needed.