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.

Performance Expectations and Essential Responsibilities
•    Attend Excel and Elevate – New Employee Training (E&E).  
o    The following 10 Core Modules will be completed after E&E and subsequent training sessions:
 
    Checking Accounts
    Member Eligibility
    Money Market Share Accounts
    SECU Policies Overview
    Share Accounts
    Lending Overview 
    NCUA Coverage 
    Tax-Advantaged Accounts
    Online Services 
    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 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.

Additional Modules Required
The following modules should be completed at this level and are required prior to advancement to the next level: 
•    SECU Online Services            
•    SECU's Member Facing Websites
•    Branch Security Measures
•    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

Minimum Requirements
•    Must have high school diploma or GED equivalent.
o    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 possess 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. 
•    Must complete the Credit Unions 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.  Some background noise from other employees, printers, telephone and coin machine. 

Physical Demands
Must be able to comprehend and carry out job demands.
Job requires a substantial amount of sitting.
Use hands and fingers to press keys on a computer keyboard to enter or retrieve information.
Use hands and fingers to press telephone keypad and lift telephone receiver.
Must be able to comprehend phone calls. 
Must be able to lift 10-15 pounds.