Associate Member Services Officer

Purpose

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.

Performance Expectations and Essential Responsibilities

– Attend Excel and Elevate – New Employee Training (EandE).
– The following Core Modules will be completed after EandE and subsequent training sessions:
– Checking Accounts
– Member Eligibility
– Money Market Share Accounts
– SECU Policies Overview
– Share Accounts
– Share Term Certificates
– Account Titling and Designations
– Buy/Sell
– Funds Transfer
– Member Eligibility
– Member Identification
– Stop Payments and Stop Cautions
– Wires
– Cash Handling and Disbursing Funds
– Check Acceptance
– Holds
– MARGO Platform
– MARGO Teller
– Payroll Deduction
– Relationship Manager
– We Are SECU!

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– 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.

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– 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 Lendi g Program (CLP) courses. Those who plan to attain the Member Services Officer level will need to work with an assigned lending coach who will inform the VP/SVP when the employee is ready to take the CLP Exam. A passing score on the CLP exam is required to move to the Member Services Officer level.

Additional Modules Required

The following additional modules should be completed at this level:

– SECU Online Services
– SECUs Member Facing Websites
– Branch Security Measures
– NCUA Coverage
– Account Maintenance
– Advances
– Safe Deposit Boxes

Minimum Requirements

– Must have high school diploma or GED equivalent.
– Preferred – Bachelors degree, or CCUE Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP).

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– Consistently demonstrates SECUs Core Values

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– 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.

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.