Member Solutions Center Agent I

Role The MSC Agent I • Greenville, NC

10d

About The Position

The Member Solutions Center (MSC) Agent I is the foundation of the Member Solutions Center and the first step in Spero Financial’s MSC career path. This role is the primary point of contact for inbound member phone calls, delivering accurate, timely, and empathetic service on a wide range of transactional and account-related needs. MSC Agent I’s are developing knowledge of Spero’s products, systems, and service standards, while establishing practices to consistently meet production goals. A key focus of this role is building foundational proficiency in Symitar and Glia, learning to navigate member interactions with confidence, and beginning to recognize opportunities to improve the financial lives of members through education and referral. Agents at this level serve as digital concierges, guiding members toward digital self-service tools and online banking features that empower long-term independence. Success at this level means delivering consistent, professional service on every interaction, maintaining accuracy in all account transactions and documentation, consistently meeting or exceeding production metrics and actively growing product knowledge and technical skills in preparation for advancement.

Requirements

• Up to two years of customer service experience.
• A high school degree or GED is required.
• Basic proficiency in Glia and Symitar, or demonstrated ability to learn similar platforms quickly.
• Accurate keyboarding skills.
• Comfortable working across multiple open systems simultaneously.
• Strong attention to detail and commitment to accuracy.
• Ability to follow established procedures with consistency.
• Eagerness to learn and grow within the MSC career path.

Nice To Haves

• Prior experience in a financial institution or contact center is a plus, but not required.
• Warm, professional, and empathetic communicator.
• Comfortable handling sensitive financial conversations with discretion and tact.
• Able to maintain composure in a high-volume environment.

Responsibilities

• Handle a high volume of inbound member phone calls through the Glia platform in a professional, courteous, and efficient manner.
• Respond to member inquiries and requests accurately and within established service level standards.
• Navigate Symitar concurrently during live calls to research accounts, verify member information, and deliver accurate service.
• Conduct outbound calls as needed to follow up on open service requests and ensure full resolution for the member.
• Process member correspondence received via mail, ensuring requests are handled accurately and documented appropriately.
• Process skip payment requests in accordance with procedures and member eligibility requirements.
• Service debit card requests including activations, replacements, travel notifications, troubleshooting, disputes, etc.
• Process account transactions as requested, ensuring accuracy and compliance with applicable procedures.
• Maintain complete and accurate account notes in Symitar following each member interaction.
• Process orders and account changes as directed, adhering to established timelines and quality standards.
• Assist members with enrollment in and navigation of Spero’s digital banking platform and self-service tools.
• Troubleshoot common digital banking issues including login problems, password resets, and feature navigation.
• Educate members on available digital tools, features, and self-service options to promote digital independence.
• Promote the value of digital channels and guide members toward appropriate self-service solutions when applicable.
• Recognize opportunities during service interactions to introduce relevant Spero products and services that may benefit the member.
• Refer members to the appropriate channel, team, or specialist for products, services, or needs beyond the scope of this role.
• Educate members on account management tools and fraud protection resources available through the Credit Union.
• Actively pursue knowledge of Spero’s full product and service portfolio to support member education and referral.
• Participate in team meetings, training sessions, and department initiatives.
• Adhere to all policies, procedures, compliance requirements, and security protocols applicable to the role.
• Maintain knowledge with training in BSA Compliance - every staff member is required to uphold the credit union’s compliance with the Bank Secrecy Act (BSA), Customer Identification Program (CIP), Office of Foreign Assets Control (OFAC) and Anti-Money Laundering (AML) policies and procedures. This includes required BSA reporting.
• Specific functions such as tellers and front-line staff within Spero Financial will take into consideration the awareness of unusual or suspicious activity that is relevant to the department and report such activity.
• In addition to any other assigned training courses, BSA, CIP, OFAC and AML related courses must be completed at least annually, as made available by the Training and/or Compliance Departments.
• Required to maintain comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, and Office of Foreign Assets Control requirements.
• Comply with all Spero policies and procedures to ensure compliance with such regulations.

What This Job Offers

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