Associate Member Services Representative

SECU•Wilmington, DE

23h•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. Associate MSRs perform routine branch duties and follow standard branch procedures. They are responsible for providing exemplary member service by responding to member inquiries by telephone and in person, including functions such as cash box management, account origination and maintenance. The role is motivated by the credit union philosophy of "People Helping People" and aims to help people in the community.

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.

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).
Complete Core Modules after E&E and subsequent training sessions: Checking Accounts, Member Eligibility, Money Market Share Accounts, SECU Policies Overview, Share Accounts, Share Term Certificates, Account Titling & Designations, Buy/Sell Funds Transfer, Member Eligibility, Member Identification, Stop Payments & Stop Cautions, Wires, Cash Handling & Disbursing Funds, Check Acceptance, Holds, MARGO Platform, MARGO Teller, Payroll Deduction, Relationship Manager, We Are SECU!.
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 requests.
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.
Complete Additional Modules Required: SECU Online Services, SECU's Member Facing Websites, Branch Security Measures.