Member Services Representative

State Employees' Credit Union•Wake Forest, NC

7d•Onsite

About The Position

The Member Services Representative must possess essential knowledge of branch operational procedures. The role communicates and explains product information to members and answers general questions, including cash box management, account origination and maintenance, and other services as needed. The representative serves members across in-person, phone, and digital channels; processes transactions; balances cash and branch equipment; troubleshoots account, card, and online-access issues; and supports a range of account, payment, referral, and administrative services. The employee is expected to follow credit union policies, regulatory requirements, confidentiality standards, and security and control procedures. Required training modules are generally expected to be completed within one year and must be completed before advancement to the next level.

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 ability to solve problems and use 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.
Consistently demonstrate SECU’s Core Values.
Complete 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 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

Open new-member accounts of all types 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 help order and return foreign currency.
Provide Notary Public services as requested by management.
Attend community events as requested by management to enhance the Credit Union’s presence.
Maintain knowledge of Credit Union products and services, educate members, and make recommendations based on their needs.
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 information, 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 courteously, professionally, and promptly through in-person, phone, and digital channels.
Answer phones, assist with service requests, and 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.
Provide quality referrals by maintaining basic knowledge of Financial Advisory and Real Estate Services, including insurance, retirement planning, investment services, trust, and mortgage services.
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 training and continuing education to enhance knowledge of branch operations.
Maintain regular attendance and punctuality.
Complete additional tasks assigned by management and other administrative duties as needed.
Complete required modules, generally within one year and before advancement to the next level.