Associate Member Services Representative
Purpose
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. 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.
Responsibilities
- Attend Excel and Elevate – New Employee Training (E&E) and complete the 10 Core Modules:
- Checking Accounts
- Member Eligibility
- Money Market Share Accounts
- SECU Policies Overview
- Share Accounts
- Lending Overview
- NCUA Coverage
- Cooperative Principles
- Member Access
- Comply with all Credit Union policies and regulatory requirements.
- Maintain confidentiality of member information and ensure 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 courteously and professionally 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 deliveries 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 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.
- Maintain daily and monthly records for various reports – e.g., 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.
- Maintain regular attendance and punctuality.
- Complete additional tasks assigned by management and other administrative duties as needed.
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
Minimum 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 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.
- Must complete the Credit Union’s 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. Background noise from other employees, printers, telephone, and coin machine.
Physical Demands
The role requires a substantial amount of sitting. Employees must use hands and fingers to press keys on a computer keyboard, operate a telephone keypad, and lift a telephone receiver. Ability to comprehend phone calls and lift 10–15 pounds is required.