Associate Member Services Representative

SECU•Garner, NC

About The Position

The Associate Member Services Representative (MSR) is an entry-level role that provides foundational knowledge of SECU branch operations. Associate MSRs perform routine branch duties according to standard procedures and provide member service in person, by telephone, and through digital channels. The role includes cash box management, account origination and maintenance, transaction processing, and responding to member inquiries. The employee completes Excel and Elevate – New Employee Training and required core modules, then continues training in branch operations and member services. They must complete the Credit Union’s Core Module Program within 12 months of hire as a condition of employment. The position also requires regular attendance and punctuality, a professional demeanor, and participation in additional training and continuing education. The work takes place in an office setting near employees and members, with some background noise. The job involves substantial sitting, computer and telephone use, and lifting 10–15 pounds. 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 date as a condition of employment.
Comprehend and carry out job demands.
Use hands and fingers to operate a computer keyboard and telephone keypad, and lift a telephone receiver.
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).
Complete the ten Core Modules following E&E and subsequent training sessions: Checking Accounts; Member Eligibility; Money Market Share Accounts; SECU Policies Overview; Share Accounts; Lending Overview; NCUA Coverage; Cooperative Principles; Member Access; and We Are SECU!
Comply with Credit Union policies and regulatory requirements, maintain member confidentiality, access accounts only for business purposes, 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.
Adhere to 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 handle 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.
Coordinate 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 issues, 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, following MIP procedures for existing members and handling 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, 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 required modules at this level before advancement: 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.