MSS Associate Member Services Representative

MSS Associate Member Services Representative

Purpose

The MSS Associate Member Services Representative performs routine member service through telephone and digital delivery channels. They respond to member inquiries that include account services, new deposit account origination, card services, and member support of digital channels.

Performance Expectations And Essential Responsibilities

• Attend Excel and Elevate – New Employee Training (E&E).
• Complete the 10 Core modules after E&E:
  Checking Accounts, Member Eligibility, Money Market Share Accounts, SECU Policies Overview, Share Accounts, Lending Overview, NCUA Coverage, Cooperative Principles, Online Services, We Are SECU!
• Comply with all Credit Union policies and regulatory requirements.
• Ensure member information confidentiality and proper access for business purposes.
• Follow security and control procedures.
• Stay available for member-facing skill sets as determined by management.
• Work with mentor and coaching team to strengthen proficiency in member service delivery.
• Verify proper member identification per SECU’s Member Information Security Procedure (MISP).
• Assist in other operation areas as needed.
• Direct service to members through phone and digital communication channels.
• Maintain acceptable performance level based on Key Performance Indicators (KPIs) and achieve standards as directed by management.
• Participate in training and continuing education.
• Maintain soft skills and call quality at an acceptable level.
• Develop a strong understanding of organizational goals and philosophy and make recommendations consistent with those goals.
• Understand CXone platform.
• Maintain comprehensive knowledge of credit union products and services and educate members, making recommendations based on needs. May consult with mentor for recommendations.
• Knowledgeable in basic Financial Advisory and Real Estate Services and provide quality referrals.
• Exhibit positive attitude toward members and teammates while maintaining professional appearance and demeanor.
• Regular attendance and punctuality are mandatory.
• Complete additional tasks assigned by management and other administrative duties as needed.

Additional Modules Required

• SECU's Member Facing Websites, Share Term Certificates, Account Titling & Designations, Buy/Sell, Branch Security Measures, Funds Transfer, Member Identification, Stop Payments & Stop Cautions, Wires, Cash Handling, Check Acceptance, Holds, MARGO Platform, MARGO Teller, Payroll Deduction, Relationship Manager

Minimum Requirements

• High school diploma or GED equivalent.
• Preferred – Bachelor’s degree, CCUE Certification, or Associate of Arts/Science degree via NC-CTP.
• Entry level position; no experience required.
• Aptitude for meeting people and developing member confidence, respect, and trust.
• Good verbal and written communication skills.
• Critical thinking and problem solving skills.
• Complete the Credit Union Core Module Program within 12 months of hire date.

Job Environment

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

Physical Demands

Must be able to comprehend and carry out job demands. Substantial amount of sitting. Use hands and fingers to press keys on a computer keyboard and telephone keypads. Must comprehend phone calls. Must 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.