Associate Member Services Representative

State Employees' Credit Union•New Bern, NC

12d

About The Position

The Associate Member Services Representative (MSR) is an entry-level role providing 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. Responsibilities include cash box management, account origination and maintenance, transaction processing, and other branch operations. The role requires completion of new employee training and the Credit Union’s Core Module Program within 12 months of hire. Additional specified modules must be completed before advancement to the next level. The Associate MSR must comply with Credit Union policies and regulatory requirements, protect confidential member information, follow security procedures, maintain a professional demeanor, and participate in continuing education. 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 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 comprehend phone calls.
Ability to lift 10–15 pounds.
Regular attendance and punctuality.

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 required Core Modules.
Comply with Credit Union policies, regulatory requirements, confidentiality rules, and security and control procedures.
Process member transactions using the appropriate system and balance a cash drawer according to performance 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.
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 problems, including processing disputes.
Review and take appropriate action on negative checking, NSFB, and Share Below $25 reports.
Begin learning to open basic accounts under experienced MSR/MSO supervision and follow MIP procedures for existing members, including 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 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.
Complete additional tasks assigned by management and other administrative duties as needed.
Complete the required additional modules before advancement to the next level.