MSS Associate Member Services Representative

SECU • Raleigh, NC

6d • Hybrid

About The Position

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. This is an entry-level position with no experience required. The role requires an aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union. It also requires good communication skills, both verbal and written, and the ability to think critically and use problem-solving skills. The job environment is an office setting with physical proximity to other employees and members, and some background noise from other employees, printers, telephone, and coin machine.

Requirements

• High school diploma or GED equivalent.
• 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 maintain acceptable performance level based on Key Performance Indicators (KPI’s) and achieve and maintain standards as directed by management.
• Must develop a strong understanding of organizational goals and philosophy and make recommendations consistent with those goals.
• Must 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.
• Knowledgeable in basic Financial Advisory and Real Estate Services (i.e., insurance, retirement planning, investment services, trust, and mortgage services) and able to provide quality referrals.
• Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
• Complete additional tasks assigned by management and other administrative duties as needed.
• Must be able to comprehend and carry out job demands.
• Must be able to comprehend phone calls.
• Ensure that proper identification of members is taking place and all actions are compliant with SECU’s Member Information Security Procedure (MISP).
• 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 MSS employees.

Nice To Haves

• Bachelor’s degree, or CCUE Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP).

Responsibilities

• Perform routine member service through telephone and digital delivery channels.
• Provide exemplary member service by responding to member inquiries including account services, new deposit account origination, card services, and member support of digital channels.
• Attend Excel and Elevate – New Employee Training (E&E) and complete 10 Core modules.
• 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 proper identification of members and that 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 (KPI’s) and achieve and maintain 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.
• 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.
• Provide quality referrals for basic Financial Advisory and Real Estate Services (i.e., insurance, retirement planning, investment services, trust, and mortgage services).
• Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
• Complete additional tasks assigned by management and other administrative duties as needed.
• Complete additional modules required for advancement: 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, New Accounts.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED