Member Services Representative

State Employees' Credit Union; North Carolina; On-site; USD 40,000 - 60,000; Full time

Job summary

State Employees' Credit Union seeks a Member Services Representative to explain products, handle account opening and maintenance, and assist members across in-person and digital channels. The role requires strong communication and customer service skills, with attention to accuracy and confidentiality in financial transactions.

Joining SECU means engaging with the community, supporting financial services such as wire transfers, notary services, and cash handling while maintaining high

Qualifications

• Must have high school diploma or GED.
• Preferred Bachelor’s degree or CCUE Certification.
• Excellent communication skills, both verbal and written.
• Minimum of 2 years SECU or related experience preferred.
• Strong balancing record and problem-solving ability.

Responsibilities

• Proficiency in account maintenance and opening for new members.
• Process maintenance on tax-advantaged accounts and wire transfers.
• Provide Notary Public services as requested by management.
• Educate members and make product referrals based on need.
• Balance cash drawer and service multiple channels for members.

Skills

Communication skills

Active listening

Problem solving

Interpersonal skills

Customer service orientation

Education

High school diploma or GED

Bachelor’s degree

CCUE Certification

Associate degree (AA/AS)

Tools

OnBase

CXone

Job description

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

Purpose

The Member Services Representative must possess all the basic essential knowledge of branch operational procedures. They communicate and explain product information to members and answer general questions, including functions such as cash box management, account origination and maintenance, and all other services as needed.

Enhanced Expectations and Responsibilities at this Position Level*

Proficiency in account maintenance and opening all account types for new members while following MIP procedures. Open and process maintenance on tax advantaged accounts, process foreign and domestic wire transfers, redeem savings bonds, and help order and return foreign currency. Obtain and execute Notary Public services as requested by management. Engage with community as requested by management by attending community events to enhance Credit Union presence. Maintain a current and comprehensive knowledge of credit union products and services, and independently possess an ability to educate members and make recommendations based on their needs. Contact members and document efforts regarding deposit and/or loan collection reports as directed by management. Perform subsequent advances on existing open and home equity lines of credit after completing the “Advances” module. Assist with member safe deposit box access AFTER completing the “Safe Deposit Box” Module and Annual Safe Deposit Box Training.

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. Security and control procedures must be followed by all branch employees. Serve members by processing transactions in the appropriate system and balancing a cash drawer in accordance with Performance Measurement Criteria standards. Possess a thorough understanding of 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. Troubleshoot problems with member accounts, cards, and on-line access including processing disputes. Knowledgeable in CXone and be able to assist MSS as requested. Knowledgeable in basic Financial Advisory and Real Estate Services (i.e., insurance, retirement planning, investment services, trust, and mortgage services) and able to provide quality referrals. Review and take appropriate action on negative checking, NSFB, and Share Below $25 report. 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.

Modules Required

Note, the list of modules below is expected to be completed DURING the employee’s time in this position, not as a prerequisite of the position. Generally, employees are expected to complete the modules within one year in order to gain knowledge needed for effectiveness in the position and the modules listed below must be completed prior to advancement to the next level.

• Account Research in OnBase
• ACH/Direct Deposit
• Advances
• Cashpoints
• Global Accounts
• Debit Cards
• Financial Advisory Services (FAS) Overview
• Foreign Currency & Foreign Checks
• Disputes vs. Fraud
• Payments
• Tax-Advantaged Accounts
• Safe Deposit Boxes
• Transit Procedures

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). Must possess an aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union. Must have excellent communication skills, both verbal and written. Must be self-motivated and dependable. Must have a demonstrated ability to problem solve and use good judgment. Must be an active listener and communicator. Must have demonstrated proficiency in all aspects of the Assoc MSR role. Must have met all requirements of the Assoc MSR role. Minimum of 2 years of SECU or directly related experience strongly preferred. Excellent balancing record with no gross balancing violations or exceptions in the preceding 6 months. Has completed all required quarterly training courses & other training assigned by management. Consistently demonstrates SECU’s Core Values. 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

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.