Associate Member Services Representative

About the role

The Associate Member Services Representative (MSR) is an entry-level position aimed at providing foundational knowledge of SECU branch operations. This role involves performing routine branch duties and adhering to standard branch procedures.

Responsibilities

• Attend Excel and Elevate – New Employee Training (E&E).
• Complete Core Modules: 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 all member information remains confidential and accounts are accessed for business purposes only.
• Follow all security and control procedures.
• Serve members by processing transactions in the appropriate system 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 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 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 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 on-line access including processing disputes.
• Review and take appropriate action on negative checking, NSFB, and Share Below $25 report.
• Begin learning to open basic accounts while following MIP procedures for existing members including share, money market, checking, and Share Term Certificates with experienced MSR/MSO supervision.
• Learn CXone and be able to assist MSS as requested.
• Begin obtaining basic knowledge of Financial Advisory and Real Estate products and services offered by SECU (i.e., insurance, retirement planning, investment services, trust, and mortgage services) and provide referrals as needed.
• Maintain daily and monthly records for various reports – i.e., return items, forgeries.
• 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.
• Regular attendance and punctuality are mandatory.
• Complete additional tasks assigned by management and other administrative duties as needed.

Qualifications

• Must have high school diploma or GED equivalent.
• Preferred – Bachelor’s degree, or CCUE Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP).
• Consistently demonstrates SECU’s Core Values.
• Must have an aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union.
• Must have good communication skills, both verbal and written.
• Must have good problem-solving skills.

Skills

• Excellent customer service skills.
• Strong organizational and time management skills.
• Ability to work independently and as part of a team.
• Proficient in using Microsoft Office applications.
• Knowledge of financial products and services.

Benefits

SECU provides a comprehensive benefits package that includes health insurance, retirement plans, paid time off, and more.

Pay

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Schedule

The schedule for this role is [Insert Schedule Here].