Associate Member Service Representative

About the Role

An entry-level position designed to provide foundational knowledge of SECU branch operations. Associate Member Services Representatives (MSRs) perform routine branch duties and follow standard procedures while delivering exemplary member service.

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 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 via in-person, phone, and digital channels.
• Answer phones and assist members with service requests, including operating a drive-through window.
• Balance the vault, ATMs, teller cash dispenser, and coin sorter.
• Evaluate daily mobile and ATM check deposits.
• Verify and prepare cash deliveries 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 member account, card, and online access issues, including processing disputes.
• Review and act on negative checking, NSFB, and Share Below $25 reports.
• Begin learning to open basic accounts (share, money market, checking, Share Term Certificates) under supervision.
• Learn CXone and assist MSS as requested.
• Gain basic knowledge of Financial Advisory and Real Estate products (insurance, retirement planning, investment services, trust, mortgage) and provide referrals.
• Maintain daily and monthly records for reports (e.g., return items, forgeries).
• Exhibit a positive attitude, professional appearance, and demeanor.
• Participate in training and continuing education to enhance branch operations knowledge.
• 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.
• Preferred: Bachelor’s degree, CCUE Certification, or Associate of Arts/Science degree via the North Carolina Community College Transfer Program (NC-CTP).
• Consistently demonstrates SECU’s Core Values.
• Aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union.
• Good verbal and written communication skills.
• Good problem-solving skills.
• Must 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 employees, printers, telephones, and coin machines.

Physical Demands

• Must comprehend and carry out job demands.
• Substantial amount of sitting.
• Use hands and fingers to operate a computer keyboard, telephone keypad, and lift a telephone receiver.
• Must comprehend phone calls.
• Must be able to lift 10-15 pounds.