Associate Member Services Officer

State Employees' Credit Union; Greensboro (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

State Employees' Credit Union is seeking an Associate MSO to support branch operations and deliver exemplary member service. The role includes responding to inquiries in person and by telephone, handling cash, and learning lending and collections with supervision.

You will complete mandatory trainings and gain foundational knowledge of SECU policies, procedures, and regulatory requirements while contributing to daily branch tasks and member experiences.

Qualifications

• Must have a high school diploma or GED equivalent.
• Preferred: Bachelor’s degree or CCUE Certification.
• Complete Core Module Program within 12 months of hire.

Responsibilities

• Greet and assist members in a courteous, professional manner across service channels.
• Answer phones and assist members with service requests.
• Process wires and foreign currency transactions.
• Learn consumer lending and credit card products and provide referrals.
• Organize documents and support branch operations.

Skills

Customer service

Cash handling

Notary Public services

Phone support

Documentation handling

Education

High school diploma or GED

Bachelor’s degree

CCUE Certification

AA/AS or NC-CTP transfer

Tools

CXone

MARGO Platform

Job description

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

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). 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
• Lending Overview
• NCUA Coverage
• Cooperative Principles
• Member Access
• We Are SECU!
• Comply with all Credit Union policies and regulatory requirements.

• 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.
• 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 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.
• 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.
• Learn safe deposit procedures and assist members with accessing their boxes with the assistance 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.
• Collection Training class attendance is required prior to collecting loans.

Advancement beyond Associate MSO requires completion of the Consumer Lending Program (CLP) courses, including a passing score on the CLP exam in addition to completion of the in-person New Consumer Lender Learning Program. Completion of the CLP courses and CLP exam are a required prerequisite before attending the in-person New Consumer Lender Learning Program.

Additional Modules Required

The following additional modules should be completed at this level:

• 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

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 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.

Equal Employment Opportunity Statement

SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

Disclaimer

State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need. State Employees' Credit Union is a not-for-profit, member-owned financial cooperative with a 'Do the Right Thing' mission and a goal of helping people in our community. SECU values the differences in our staff and in our North Carolina communities. We believe that embracing the uniqueness of individuals makes our cooperative stronger, more innovative and better able to serve SECU members.