Associate Member Services Officer

SECU; New Market (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

SECU is seeking an entry-level Associate MSO to support daily branch operations and deliver exemplary member service. You will respond to member inquiries by phone and in person, assist with cash handling and basic account setup, and begin training in lending and collections under supervision.

You will also learn CXone and support multi-channel service while adhering to SECU policies. This role emphasizes professional conduct, confidentiality, and ongoing training to develop core banking skills.

Qualifications

• Must have a high school diploma or GED.
• Strong communication and problem-solving skills.
• Ability to follow branch procedures and protect member information.
• Willingness to complete Core Module Program within 12 months.

Responsibilities

• Answer member inquiries by phone and in person.
• Greet and assist members courteously across in-person, phone, and digital channels.
• Balance cash drawer and learn basic account origination and maintenance.
• Process wires and currency exchange requests.
• Learn lending/collections basics and refer as needed.
• Organize, file and scan documents daily.
• Assist with Notary Public services as requested by management.
• Learn CXone and support MSS as needed.

Skills

Customer service

Communication skills

Cash handling

Problem solving

Teamwork

Education

High School Diploma or GED

CCUE/NC-CTP pathway education

Tools

CXone

Excel

Job description

Position Overview

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.

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
    • Share Accounts
    • Lending Overview
    • NCUA Coverage
    • Cooperative Principles
    • Member Access
    • 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.
• Security and control procedures must be followed by all branch employees.
• Attain basic knowledge of how to serve members with 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 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.
• 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

Required Education & Experience

• Must have high school diploma or GED equivalent.
• 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.

Preferred Education & Experience

• 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).

Job Environment & Physical Requirements

• Office setting with physical proximity to other employees and members. Some background noise from other employees, printers, telephone and coin machines
• 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.

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.