What are the responsibilities and job description for the Member Services Associate position at SECU?
Company Description State Employees’ Credit Union (SECU) is North Carolina’s largest credit union, serving over 2.6 million members through more than 270 branch offices and extensive 24/7 account access options. Since 1937, SECU has provided trusted financial services to state employees, public education employees, associated groups, and their immediate family members. Members can access services via a statewide ATM network, phone, website, and the SECU Mobile App. Recognized by Forbes Magazine as the best credit union in North Carolina, SECU maintains a strong commitment to ethical lending and is federally insured by NCUA. SECU is an Equal Employment Opportunity employer, offering a welcoming and inclusive workplace for all qualified individuals.
Role Description The Member Services Associate is a full-time, on-site role based in Arden, NC with potential for remote work. This position is responsible for assisting members with everyday banking needs, including opening and servicing accounts, processing transactions, and responding to inquiries in person and by phone. The role includes explaining SECU products and services, guiding members through digital banking tools, and resolving issues to support member satisfaction and financial wellbeing. The Associate will follow established policies and regulations, maintain accurate records, and collaborate with branch team members to deliver consistent, high-quality service. Daily responsibilities also include handling confidential information responsibly and contributing to a professional and member-focused branch environment.
Qualifications
- Strong Customer Service and Customer Satisfaction skills to support member needs and build long-term relationships.
- Excellent Communication and Interpersonal Skills to interact effectively with diverse members and team members.
- Professional Phone Etiquette skills to manage inbound and outbound calls with clarity, courtesy, and efficiency.
- Ability to learn and use banking systems, digital tools, and basic office software accurately and efficiently.
- Attention to detail and integrity in handling cash, verifying identities, and maintaining accurate records.
- Ability to work on-site in Arden, NC, including consistent punctuality and reliability.
- High school diploma or equivalent required; prior experience in financial services, retail, or call center environments is preferred.
- Commitment to SECU’s mission of “people helping people” and to providing inclusive, nondiscriminatory member service.