Associate Member Services Representative

State Employees' Credit Union•Asheville, NC

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 service by responding to member inquiries in person, by telephone, and through digital communication. Duties include cash box and cash drawer management, transaction processing, and learning account origination and maintenance under experienced MSR/MSO supervision. The position includes required new-employee and core-module training, continued education, and completion of the Credit Union’s Core Module Program within 12 months of hire as a condition of employment. Associate MSRs must comply with Credit Union policies, regulatory requirements, security procedures, and confidentiality requirements. The role is based in an office setting with proximity to employees and members and some background noise. SECU reserves the right to 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 and comprehend phone calls.
Ability to sit for a substantial amount of the workday.
Ability to 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 listed core modules and required modules for this level.
Comply with Credit Union policies and regulatory requirements, protect 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 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 respond to 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; 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.
Begin learning to open basic accounts for existing members under experienced MSR/MSO supervision, following MIP procedures for share, money market, checking, and Share Term Certificate accounts.
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 tasks assigned by management and other administrative duties as needed.