Associate Member Services Representative
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 and follow standard procedures while providing exemplary service to members in person, by telephone, and through digital communication. Duties include handling transactions and cash, assisting with account origination and maintenance, answering member inquiries, and supporting other branch operations. The role includes required initial and ongoing training, including completion of the Credit Union’s Core Module Program within 12 months of hire as a condition of employment. The position requires compliance with Credit Union policies, regulatory requirements, security and control procedures, and confidentiality requirements. Associate MSRs begin learning to open basic accounts under experienced MSR/MSO supervision and develop basic knowledge of SECU financial advisory and real estate products and services so they can make referrals as needed. The position also requires regular attendance and punctuality and may include additional tasks assigned by management.
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 date as a condition of employment.
- Comprehend and carry out job demands and comprehend phone calls.
- Lift 10–15 pounds.
Nice To Haves
- Bachelor’s degree, CCUE Certification, or an Associate of Arts or Associate of Science degree through 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 in subsequent training sessions.
- Comply with Credit Union policies and regulatory requirements, protect member information, 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 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.
- Learn to open basic accounts for existing members, including share, money market, checking, and Share Term Certificate accounts, following MIP procedures and working under experienced MSR/MSO supervision.
- Learn CXone and assist MSS as requested.
- Begin developing 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.
- Complete the modules required at this level before advancement to the next level: SECU's Member Facing Websites; Branch Security Measures; Share Term Certificates; Account Titling & Designations; Buy/Sell Funds Transfer; Member Identification; Stop Payments & Stop Cautions; Wires; Cash Handling; Check Acceptance Holds; MARGO Platform; MARGO Teller; and New Accounts.
- Complete additional tasks assigned by management and other administrative duties as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
