Associate Member Services Representative

SECU•Dunn, NC

About The Position

The Associate Member Services Representative (MSR) is an entry-level position designed to provide foundational knowledge of SECU branch operations. Associate MSRs perform routine branch duties according to standard procedures and provide exemplary service by responding to member inquiries in person, by telephone, and through digital communication. The role includes cash box management, account origination and maintenance, transaction processing, cash balancing, and support for member requests. The position includes required new-employee and continuing training, including completion of the Credit Union’s Core Module Program within 12 months of hire and specified learning modules before advancement. Associate MSRs must comply with Credit Union policies, regulatory requirements, confidentiality rules, and security procedures. Regular attendance and punctuality are mandatory.

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 as a condition of employment.
Ability to comprehend and carry out job demands.
Ability to comprehend phone calls.
Ability to lift 10–15 pounds.
Regular attendance and punctuality.

Nice To Haves

Bachelor’s degree.
CCUE Certification.
Associate of Arts degree 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 associated Core Modules.
Comply with Credit Union policies and regulatory requirements, protect confidential member information, and follow security and control procedures.
Serve members courteously and professionally through in-person, telephone, and digital channels; answer phones and assist with service requests.
Process transactions in the appropriate system and balance a cash drawer according to Performance Measurement Criteria standards.
Follow SECU Check Acceptance Guidelines and hold procedures.
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.
Begin learning to open basic accounts for existing members under experienced MSR/MSO supervision and in accordance with MIP procedures.
Learn CXone and assist MSS as requested.
Develop basic knowledge of SECU Financial Advisory and Real Estate products and 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 management-assigned tasks and administrative duties as needed.
Complete the required advancement-level modules, including modules covering websites, security, accounts, transfers, cash handling, check acceptance, holds, and MARGO systems.