Associate Member Services Representative

Purpose The Associate Member Services Representative (MSR) is an entry-level position that provides team members with foundational knowledge of SECU branch operations. MSRs perform routine branch duties and follow standard branch procedures, delivering exemplary member service by responding to member inquiries via telephone and in person. Core duties include cash box management, account origination and maintenance, and related tasks. Responsibilities Attend Excel and Elevate – New Employee Training (E&E). Complete core modules after E&E: Checking Accounts Member Eligibility Money Market Share Accounts SECU Policies Overview Share Accounts Share Term Certificates Account Titling & Designations Buy/Sell Funds Transfer Member Eligibility Member Identification Stop Payments & Stop Cautions Wires Cash Handling & Disbursing Funds Check Acceptance Holds MARGO Platform MARGO Teller Payroll Deduction Relationship Manager We Are SECU! Comply with all Credit Union policies and regulatory requirements. Ensure member information confidentiality and restrict account access to business purposes. Follow all security and control procedures. Serve members by processing transactions and balancing a cash drawer in accordance with Performance Measurement Criteria. Adhere to 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. Answer phones and assist members with service requests. Operate drive‑through windows when 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 delivery and shipments. Interact with other departments to facilitate member requests. Organize, file, and scan documents daily. Process foreign and domestic wire transfers. Help order and return foreign currency. Troubleshoot problems with member accounts, cards, and online access, including processing disputes. Review and take appropriate action on negative checking, NSFB, and Share Below $25 report. Begin learning to open basic accounts, following MIP procedures, for existing members (share, money market, checking, and Share Term Certificates) under MSR/MSO supervision. Learn CXone and assist MSS as requested. Obtain basic knowledge of Financial Advisory and Real Estate products and services offered by SECU (insurance, retirement planning, investment services, trust, mortgage) and provide referrals as needed. Maintain daily and monthly records for various reports (e.g., return items, forgeries). Maintain a positive attitude toward members and teammates while upholding a professional appearance and demeanor. Participate in additional training and continuing education to enhance branch operations knowledge. Demonstrate regular attendance and punctuality. Complete additional tasks assigned by management and other administrative duties as needed. Complete additional modules required at this level before advancement: SECU Online Services, SECU's Member Facing Websites, Branch Security Measures. Minimum Requirements Must have a high school diploma or GED equivalent. Preferred – Bachelor’s degree, or CCUE Certification, or Associate of Arts or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP). Consistently demonstrate SECU’s Core Values. Must possess an aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union. Must have good verbal and written communication skills. Must have good problem‑solving skills. Job Environment Office setting with physical proximity to other employees and members; some background noise from other employees, printers, telephone, and coin machine. Physical Demands Must be able to comprehend and carry out job duties, including substantial sitting, use of hands and fingers to press keys on a computer keyboard and telephone keypad, lift 10–15 pounds, and comprehend phone calls. Equal Employment Opportunity SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classifications protected by law. #J-18808-Ljbffr