Member Services Representative

SECU; North Carolina; On-site; USD 32,000 - 46,000; Full time

Job summary

SECU seeks a Member Services Representative to assist members with transactions, account maintenance and product information across in-person, phone, and digital channels.

The role emphasizes confidentiality, policy compliance, cash handling, and teamwork, with opportunities to provide Notary services and engage with the community.

Applicants should be able to balance a cash drawer, uphold security procedures, and represent SECU with professionalism.

Qualifications

• High school diploma or GED required; higher education preferred.
• Ability to communicate clearly with members in person and remotely.
• Aptitude for building member confidence and trust.
• Strong problem-solving and judgment under routine circumstances.

Responsibilities

• Process transactions and balance a cash drawer.
• Open and maintain accounts and service tax-advantaged accounts.
• Coordinate Notary Public services as requested.
• Assist with drive-through operations and cash shipments.
• Engage with the community and document member interactions.

Skills

Communication skills

People skills

Problem solving

Active listening

Dependable

Self-motivated

Education

High school diploma or GED

Bachelor’s degree preferred

NC-CTP or related associate degree preferred

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 Member Identification 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.
• Maintain a current and comprehensive knowledge of credit union products and services.
• Contact members and document efforts regarding deposit and/or loan collection reports as directed by management.

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.
• 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.
• Operate a drive-through window as needed.
• Balance the vault, automated teller machines, teller cash dispenser, and coin sorter.
• 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 basic Financial Advisory and Real Estate Services and able to provide quality referrals.
• Review and take appropriate action on various reports.
• Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
• Participate in additional training and continuing education.
• 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 Certified Credit Union Executive 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.
• Minimum of 2 years of directly related experience strongly preferred.
• 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.

* Performance Expectations and Essential Responsibilities represent responsibilities in which team members are expected to have already demonstrated proficiency at prior position levels. Team members are expected to continue to perform in those areas and become more proficient as they gain additional experience. Enhanced Expectations and Responsibilities represent additional responsibilities of the Member Services Representative position. Employees are expected to achieve proficiency in these areas while in the Member Services Representative position.

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.