Member Services Represenative

SECU•Winston-Salem, NC

About The Position

The Member Services Representative is responsible for core branch operations and member service at State Employees' Credit Union. The role includes explaining products, answering member questions, managing cash, opening and maintaining accounts, and providing other branch services. The representative handles a range of account and transaction needs, supports branch controls and records, and helps members through in-person, phone, and digital channels. The role also requires maintaining knowledge of credit union products and services, making appropriate recommendations and referrals, and completing required training modules during employment.

Requirements

High school diploma or GED equivalent.
Aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union.
Excellent verbal and written communication skills.
Self-motivated and dependable.
Demonstrated problem-solving ability and good judgment.
Active listening and communication skills.
Demonstrated proficiency in all aspects of the Associate MSR role and completion of all requirements of that role.
Excellent balancing record, with no gross balancing violations or exceptions in the preceding six months.
Completion of all required quarterly training courses and other training assigned by management.
Consistent demonstration of SECU's Core Values.
Completion of the Credit Unions Core Module Program within 12 months of hire as a condition of employment.
Ability to comprehend and carry out job demands.
Ability to sit for substantial periods, use hands and fingers to operate a computer keyboard and telephone keypad, lift a telephone receiver, comprehend phone calls, and lift 10–15 pounds.

Nice To Haves

Minimum of two years of SECU or directly related experience is strongly preferred.
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

Open all account types for new members and perform account maintenance in accordance with MIP procedures.
Open and maintain tax-advantaged accounts; process domestic and foreign wire transfers; redeem savings bonds; and assist with ordering and returning foreign currency.
Obtain and perform Notary Public services as requested by management.
Attend community events as requested by management to enhance the Credit Union's presence.
Maintain current, comprehensive knowledge of Credit Union products and services, educate members, and make recommendations based on their needs.
Contact members and document collection efforts for deposit and/or loan collection reports as directed by management.
Process subsequent advances on existing open and home equity lines of credit after completing the Advances module.
Assist members with safe deposit box access after completing the required module and annual training.
Comply with Credit Union policies and regulatory requirements, maintain member confidentiality, and follow security and control procedures.
Process member transactions and balance a cash drawer according to Performance Measurement Criteria standards.
Apply SECU Check Acceptance Guidelines and hold procedures.
Greet and assist members professionally and promptly through in-person, phone, and digital channels; 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.
Troubleshoot member account, card, and online access problems, including processing disputes.
Maintain knowledge of CXone and assist MSS as requested.
Understand basic Financial Advisory and Real Estate Services and provide quality referrals.
Review and take appropriate action on negative checking, NSFB, and Share Below $25 reports.
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 improve knowledge of branch operations.
Maintain regular attendance and punctuality.
Complete additional management-assigned tasks and administrative duties as needed.
Complete the listed Credit Union modules during employment, generally within one year and before advancement to the next level.