Associate Member Services Representative

SECU•Wilmington, DE

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 according to standard procedures and provide exemplary member service by responding to inquiries in person, by telephone, and through digital channels. Duties include cash box management, account origination and maintenance, transaction processing, and assisting members with account and service needs. The role includes required new-employee training and completion of the Credit Union’s Core Module Program within 12 months of hire. Associate MSRs also complete additional modules required before advancement to the next level. They work with experienced MSR/MSO colleagues while learning to open basic accounts and build knowledge of SECU financial advisory and real estate products and services.

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.
Comprehend phone calls.
Ability to lift 10–15 pounds.

Nice To Haves

Bachelor’s degree, CCUE Certification, or an Associate of Arts 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 10 Core Modules after E&E and subsequent training sessions.
Comply with Credit Union policies and regulatory requirements, protect member confidentiality, and access member accounts only for business purposes.
Follow all security and control procedures.
Process member transactions in the appropriate system and balance a cash drawer according to 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.
Work 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, following MIP procedures and working under experienced MSR/MSO supervision. Account types include share, money market, checking, and Share Term Certificates.
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.
Complete the required modules for this level before advancement to the next level.