Member Services Representative

SECU•Raleigh, NC

3d•Onsite

About The Position

The Member Services Representative must possess all the basic essential knowledge of branch operational procedures. They communicate and explain product information to members and answer general questions, including functions such as cash box management, account origination and maintenance, and all other services as needed. This role involves enhanced expectations and responsibilities such as proficiency in account maintenance and opening all account types for new members while following Member Identification Procedures. They will also open and process maintenance on tax advantaged accounts, process foreign and domestic wire transfers, redeem savings bonds, and help order and return foreign currency. The representative will obtain and execute Notary Public services as requested by management, engage with the community, and maintain a current and comprehensive knowledge of credit union products and services. They will also contact members and document efforts regarding deposit and/or loan collection reports as directed by management. The role requires compliance with all Credit Union policies and regulatory requirements, ensuring member information confidentiality, and following security and control procedures. They will serve members by processing transactions, balancing a cash drawer, understanding check acceptance guidelines, and assisting members through various service channels. Other duties include operating a drive-through, balancing various cash handling equipment, interacting with other departments, organizing documents, troubleshooting member account problems, providing referrals for financial advisory and real estate services, reviewing reports, and participating in training.

Requirements

Must have high school diploma or GED equivalent.
Must possess an aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union.
Must have excellent communication skills, both verbal and written.
Must be self-motivated and dependable.
Must have a demonstrated ability to problem solve and use good judgment.
Must be an active listener and communicator.
Minimum of 2 years of directly related experience strongly preferred.
Consistently demonstrates SECU’s Core Values.
Must complete the Credit Unions Core Module Program within 12 months of hire date as a condition of employment.

Nice To Haves

Bachelor’s degree
Certified Credit Union Executive Certification
Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP)

Responsibilities

Possess all the basic essential knowledge of branch operational procedures.
Communicate and explain product information to members.
Answer general questions, including functions such as cash box management, account origination and maintenance, and all other services as needed.
Maintain proficiency in account maintenance and opening all account types for new members while following Member Identification Procedures.
Open and process maintenance on tax advantaged accounts.
Process foreign and domestic wire transfers.
Redeem savings bonds.
Help order and return foreign currency.
Obtain and execute Notary Public services as requested by management.
Engage with community as requested by management.
Maintain a current and comprehensive knowledge of credit union products and services.
Contact members and document efforts regarding deposit and/or loan collection reports as directed by management.
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.
Possess a thorough understanding of 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.
Operate a drive-through window as needed.
Balance the vault, automated teller machines, teller cash dispenser, and coin sorter.
Help verify and prepare cash delivery and shipments.
Interact with other departments to facilitate member requests.
Organize, file and scan documents daily.
Troubleshoot problems with member accounts, cards, and on-line access including processing disputes.
Be knowledgeable in basic Financial Advisory and Real Estate Services and able to provide quality referrals.
Review and take appropriate action on various reports.
Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
Participate in additional training and continuing education.
Regular attendance and punctuality are mandatory.
Complete additional tasks assigned by management and other administrative duties as needed.