Associate Member Services Officer

Purpose

The Associate Member Services Officer (MSO) is an entry‑level position intended to provide team members with foundational knowledge of SECU branch operations. Associate MSOs perform routine branch duties and follow standard branch procedures. They are responsible for providing exemplary member service by responding to member inquiries by telephone and in person, including functions such as cash box management, account origination and maintenance. Associate MSOs will also begin training in lending and collections at this level.

Performance Expectations and Essential Responsibilities

• Attend Excel and Elevate – New Employee Training (E&E). Complete the following 10 Core Modules after E&E and subsequent training sessions: Checking Accounts, Member Eligibility, Money Market Share Accounts, SECU Policies Overview, Share Accounts, Lending Overview, NCUA Coverage, Cooperative Principles, Member Access, and “We Are SECU!”.
• Comply with all Credit Union policies and regulatory requirements.
• Ensure all member information remains confidential and members’ accounts are accessed for business purposes only.
• Follow security and control procedures required of all branch employees.
• Attain basic knowledge of serving members while running and balancing a cash drawer in accordance with Performance Measurement Criteria standards.
• Adhere to SECU Check Acceptance Guidelines and Hold procedures.
• Greet and assist members courteously, professionally, and timely through all service channels – in‑person, phone, and digital communication.
• Answer phones and assist members with service requests.
• Obtain and execute Notary Public services as requested by management.
• 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 reports.
• Begin learning to open basic accounts while following MIP procedures for existing members, including share, money market, checking, and Share Term Certificates, under experienced MSR/MSO supervision.
• Learn CXone and assist MSS as requested.
• Begin obtaining basic knowledge of Financial Advisory and Real Estate products and services offered by SECU (insurance, retirement planning, investment services, trust, and mortgage services) and provide referrals as needed.
• Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
• Participate in additional 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.
• Learn safe‑deposit procedures and assist members with accessing their boxes under the guidance of an experienced MSR/MSO.
• Begin obtaining basic knowledge of all consumer lending and credit‑card products and services.
• Begin learning how to perform subsequent advances on existing open and home‑equity lines of credit.
• Contact members and document efforts regarding deposit and/or loan collection reports as directed by management; attend Collection Training class prior to collecting loans.
• Advance beyond Associate MSO by completing the Consumer Lending Program (CLP) courses, passing the CLP exam, and attending the in‑person New Consumer Lender Learning Program.

Additional Modules Required

• SECU's Member‑Facing Websites
• Branch Security Measures
• Share Term Certificates
• Account Titling & Designations
• Buy/Sell
• Funds Transfer
• Member Identification
• Stop Payments & Stop Cautions
• Wires
• Cash Handling
• Check Acceptance
• Holds
• MARGO Platform
• MARGO Teller
• New Accounts
• Account and Profile Maintenance
• Advances
• Safe Deposit Boxes

Minimum Requirements

• High school diploma or GED equivalent.
• Preferred: Bachelor’s degree, or 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.
• Good verbal and written communication skills.
• Strong problem‑solving abilities.
• Completion of the Credit Union’s Core Module Program within 12 months of hire date as a condition of employment.

Job Environment

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

Physical Demands

The role requires a substantial amount of sitting. Use of hands and fingers to press keys on a computer keyboard, operate a telephone keypad, and lift a telephone receiver is required. Ability to comprehend phone calls, lift 10–15 pounds, and perform typical office tasks is essential.