Member Services Representative

SECU•Oxford, AL

About The Position

The Member Services Representative performs branch operational duties and provides members with information about credit union products and services. The role includes managing cash, originating and maintaining accounts, processing member transactions, answering general questions, and providing service in person, by phone, and through digital channels. The representative maintains a thorough, current understanding of products and services and independently educates members and makes recommendations based on their needs. Enhanced duties include opening and maintaining all account types, processing tax-advantaged accounts and wire transfers, redeeming savings bonds, helping order and return foreign currency, providing Notary Public services when requested by management, participating in community events as requested, handling specified credit and deposit collection contacts, and assisting with line-of-credit advances and safe deposit box access after completing the applicable training modules. The position requires compliance with credit union policies, regulatory requirements, confidentiality expectations, and branch security and control procedures. Employees are expected to maintain a professional and courteous demeanor, participate in training and continuing education, attend work regularly and punctually, and complete other assigned duties. The work is performed in an office setting with proximity to members and coworkers and background noise from office equipment and activity. State Employees’ Credit Union may fill the role at a higher or lower level based on business need.

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 Assoc 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.
Consistently demonstrate SECU’s Core Values.
Ability to comprehend and carry out job demands.
Ability to sit for substantial periods and use hands and fingers to operate a computer keyboard and telephone keypad, retrieve information, and lift a telephone receiver.
Ability to comprehend phone calls.
Ability to 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

Process member transactions in the appropriate system and balance a cash drawer according to performance standards.
Greet and assist members courteously and promptly in person, by phone, and through digital communication; answer phones and handle service requests.
Explain products and services, answer general questions, educate members, and make recommendations based on their needs.
Open and maintain all account types for new members while following MIP procedures.
Open and process maintenance on tax-advantaged accounts; process domestic and foreign wire transfers; redeem savings bonds; and help order and return foreign currency.
Obtain and perform Notary Public services when requested by management.
Attend community events as requested by management to enhance the credit union’s presence.
Contact members and document efforts regarding 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 Safe Deposit Box module and annual training.
Comply with credit union policies and regulatory requirements, protect confidential member information, and follow branch security and control procedures.
Operate the 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 and professional appearance and demeanor with members and teammates.
Participate in additional training and continuing education to improve knowledge of branch operations.
Maintain regular attendance and punctuality, and complete additional management-assigned tasks and administrative duties.
Complete the listed training modules during employment, generally within one year and before advancement to the next level: Account Research in OnBase; ACH/Direct Deposit; Advances; Cashpoints Global Accounts; Debit Cards; Financial Advisory Services (FAS) Overview; Foreign Currency & Foreign Checks; Disputes vs. Fraud; Payments; Tax-Advantaged Accounts; Safe Deposit Boxes; and Transit Procedures.
Complete the Credit Unions Core Module Program within 12 months of hire as a condition of employment.