Associate Member Services Representative

State Employees' Credit Union; Hickory (NC); On-site; USD 30,000 - 38,000; Full time

Job summary

State Employees' Credit Union is seeking an Associate Member Services Representative (MSR) in North Carolina to support foundational branch operations and provide exemplary member service. The role handles inquiries by phone and in person, processes transactions, and supports daily branch activities under supervision.

Ideal candidates will uphold SECU core values, demonstrate strong communication and problem-solving skills, and be ready to learn basic account opening and financial product basics

Qualifications

• Must have strong verbal and written communication skills.
• Ability to handle member inquiries with professionalism and discretion.
• Willingness to learn branch operations and financial products.

Responsibilities

• Comply with Credit Union policies and regulatory requirements.
• Protect member information and ensure account access is appropriate.
• Follow security and control procedures.
• Process transactions and balance cash drawer per standards.
• Adhere to Check Acceptance Guidelines and Hold procedures.
• Greet and assist members via in person, phone, and digital channels.
• Answer phones and assist members with service requests.
• Operate drive-through window as needed.
• Balance vaults, ATMs, cash dispensers, and coin sorter.
• Process cash deliveries and shipments.
• Interact with other departments to fulfill member requests.
• Organize, file, and scan documents daily.
• Process wire transfers (foreign and domestic).
• Handle foreign currency orders/returns.
• Troubleshoot account/cards/online access issues.

Skills

Communication skills

Problem solving

Aptitude for meeting people

Trust and professionalism

Education

High school diploma or GED

Bachelor’s degree / NC-CTP options (Preferred)

CCUE Certification (Preferred)

Tools

CXone

Job description

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

• 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 request.
• 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.

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.

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.