Associate Member Service Representative

About the Role

The Associate Member Services Representative (MSR) is an entry-level position intended to provide team members with foundational knowledge of SECU branch operations. Associate MSRs perform routine branch duties and follow standard branch procedures, delivering exemplary member service by responding to inquiries in person, by telephone, and through digital channels.

Responsibilities

• Comply with all Credit Union policies and regulatory requirements.
• Ensure member information remains confidential and accounts are accessed for business purposes only; follow all security and control procedures.
• Process member transactions in the appropriate system and balance a cash drawer according to Performance Measurement Criteria standards.
• Adhere to SECU Check Acceptance Guidelines and Hold procedures.
• Greet and assist members courteously and professionally through in-person, phone, and digital service channels.
• Answer phones and assist members with 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.
• 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.
• 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 reports.
• Begin learning to open basic accounts (share, money market, checking, Share Term Certificates) under experienced MSR/MSO supervision, following MIP procedures for existing members.
• Learn CXone and assist MSS as requested.
• Develop basic knowledge of Financial Advisory and Real Estate products and services (e.g., insurance, retirement planning, investment services, trust, mortgage) and provide referrals as needed.
• Maintain daily and monthly records for reports such as return items and forgeries.
• Exhibit a positive attitude toward members and teammates while maintaining a professional appearance and demeanor.
• Participate in additional training and continuing education to enhance knowledge of branch operations.
• Regular attendance and punctuality are mandatory.
• Complete additional tasks assigned by management and other administrative duties as needed.

Requirements

• High school diploma or GED equivalent (required).
• Preferred: Bachelor’s degree, CCUE Certification, or Associate of Arts/Science degree via the North Carolina Community College Transfer Program (NC-CTP).
• Consistently demonstrate SECU’s Core Values.
• Aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union.
• Good communication skills, both verbal and written.
• Good problem-solving skills.
• Complete the Credit Unions Core Module Program within 12 months of hire date as a condition of employment.

Work Environment

Office setting with physical proximity to other employees and members. Some background noise from other employees, printers, telephone, and coin machine.

Physical Demands

• Ability to comprehend and carry out job demands.
• Substantial amount of sitting.
• Use hands and fingers to press keys on a computer keyboard, telephone keypad, and lift telephone receiver.
• Ability to comprehend phone calls.
• Ability to lift 10-15 pounds.