Associate Member Services Representative

State Employees' Credit Union•Concord, CA

1d•Onsite

About The Position

The Associate Member Services Representative (MSR) is an entry-level position designed to provide team members with foundational knowledge of SECU branch operations. This role involves performing routine branch duties and adhering to standard branch procedures. Associate MSRs are responsible for delivering excellent member service by addressing inquiries both over the telephone and in person. Key functions include managing cash boxes, originating and maintaining accounts, and ensuring compliance with all Credit Union policies and regulatory requirements. The position emphasizes confidentiality of member information and accessing accounts solely for business purposes, while also following all security and control procedures.

Requirements

Must have high school diploma or GED equivalent.
Consistently demonstrates SECU’s Core Values.
Must possess an aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union.
Must have good communication skills, both verbal and written.
Must have good problem-solving skills.
Must complete the Credit Unions Core Module Program within 12 months of hire date as a condition of employment.

Nice To Haves

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

Responsibilities

Comply with all Credit Union policies and regulatory requirements.
Ensure all member information remains confidential, and members’ accounts are accessed for business purposes only.
Follow all security and control procedures.
Serve members by processing transactions in the appropriate system and balancing a cash drawer in accordance with Performance Measurement Criteria standards.
Adhere to SECU Check Acceptance Guidelines and Hold procedures.
Greet and assist members in a courteous, professional, and timely manner through all service channels – in-person, phone, and 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 delivery and shipments.
Interact with other departments to facilitate member request.
Organize, file and scan documents daily.
Process foreign and domestic wire transfers.
Help order and return foreign currency.
Troubleshoot problems with member accounts, cards, and on-line access including processing disputes.
Review and take appropriate action on negative checking, NSFB, and Share Below $25 report.
Begin learning to open basic accounts while following MIP procedures for existing members including share, money market, checking, and Share Term Certificates with experienced MSR/MSO supervision.
Learn CXone and be able to assist MSS as requested.
Begin obtaining basic knowledge of Financial Advisory and Real Estate products and services offered by SECU (i.e., insurance, retirement planning, investment services, trust, and mortgage services) and provide referrals as needed.
Maintain daily and monthly records for various reports – i.e., return items, forgeries.
Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
Participate in additional training and continuing education to enhance knowledge of branch operations.
Regular attendance and punctuality are mandatory.
Complete additional tasks assigned by management and other administrative duties as needed.