Associate Member Services Representative

ncsecu.org; Salisbury (NC); On-site; USD 28,000 - 38,000; Full time

Job summary

SECU is seeking an Associate Member Services Representative to support branch operations and deliver exemplary member service by phone and in person. You will assist with cash handling, account origination, maintenance, and balance daily records while following standard procedures.

This entry-level role includes comprehensive new-employee training, ongoing skill development, and opportunities to advance within Member Services as you learn CXone and core banking products.

Qualifications

• Must have high school diploma or GED equivalent and strong communication skills.
• Willingness to learn branch operations and banking policies.
• Ability to follow procedures and protect member confidentiality.

Responsibilities

• Greet and assist members in person, over the phone, and through digital channels.
• Process transactions, balance cash drawer, and handle daily reports.
• Assist with account origination and maintenance under supervision.
• Learn security controls, Verify member information, and comply with policies.

Skills

Communication skills

Problem-solving

Customer service

Teamwork

Education

High school diploma or GED

Bachelor's degree or higher (preferred)

Tools

CXone

MARGO Platform

MARGO Teller

Job description

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

Position Overview

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.

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.
• 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.

The following modules should be completed at this level and are required prior to advancement to the next 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

Required Education & Experience

• Must have high school diploma or GED equivalent.
• Consistently demonstrates SECU's Core Values
• Must have a 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 Union's 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 machine.
• Must be able to comprehend and carry out job demands.
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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.