MSS Associate Member Services Representative

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team! The MSS Associate Member Services Representative performs routine member service through telephone and digital delivery channels. They are responsible for providing exemplary member service by responding to member inquiries that include account services, new deposit account origination, card services, and member support of digital channels.

• Attend Excel and Elevate – New Employee Training (E&E).
• 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 security and control procedures.
• Be available in member facing skill sets as determined by management.
• Actively work with mentor and MSS coaching team to strengthen proficiency in member service delivery.
• Ensure that proper identification of members is taking place and all actions are compliant with SECU’s Member Information Security Procedure (MISP).
• Assist in other areas of the operation as needed.
• Actively participate in direct service to the membership through phone and digital communication channels.
• Maintain acceptable performance level based on Key Performance Indicators (KPIs) and achieve and maintain standards as directed by management.
• Participate in training and continuing education.
• Maintain acceptable soft skills and call quality.
• Develop a strong understanding of organizational goals and philosophy and make recommendations consistent with those goals.
• Develop a strong understanding of CXone platform.
• Maintain a current and comprehensive knowledge of credit union products and services and possess an ability to educate members and make recommendations based on their needs.
• Consult with mentor depending on the nature of the recommendation.
• Be knowledgeable in basic Financial Advisory and Real Estate Services (e.g., insurance, retirement planning, investment services, trust, and mortgage services) and be able to provide quality referrals.
• Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
• Maintain regular attendance and punctuality.
• Complete additional tasks assigned by management and other administrative duties as needed.

• High school diploma or GED equivalent.
• Preferred:
  Bachelor’s degree, CCUE Certification, or Associate of Arts/Science degree through the North Carolina Community College Transfer Program (NC-CTP).
• Entry level position with no experience required.
• Aptitude for meeting people and developing member confidence, respect, and trust in Credit Union.
• Good communication skills, both verbal and written.
• Ability to think critically and use problem solving skills.
• Must complete the Credit Unions Core Module Program within 12 months of hire date as a condition of employment.

Office setting with physical proximity to other employees and members. Some background noise from other employees, printers, telephone and coin machine.

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 and lift 10-15 pounds.

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.