MSS Associate Member Services Representative

SECU • Asheville, NC

79d

About The Position

If you are motivated and believe in the credit union philosophy of 'People Helping People,' join our team! This is an entry-level position with no experience required. You will attend Excel and Elevate – New Employee Training (E&E) and comply with all Credit Union policies and regulatory requirements. You will ensure all member information remains confidential and that members’ accounts are accessed for business purposes only. Security and control procedures must be followed by all MSS employees. You will be available in member-facing skill sets as determined by management and actively work with a mentor and MSS coaching team to strengthen proficiency in member service delivery. You will ensure that proper identification of members is taking place and all actions are compliant with SECU’s Member Information Security Procedure (MISP). You will assist in other areas of the operation as needed and actively participate in direct service to the membership through phone and digital communication channels. Maintaining an acceptable performance level based on Key Performance Indicators (KPI’s) and achieving and maintaining standards as directed by management is essential. You will participate in training and continuing education, maintain soft skills and call quality at an acceptable level, and develop a strong understanding of organizational goals and philosophy. You will also maintain a current and comprehensive knowledge of credit union products and services and possess the ability to educate members and make recommendations based on their needs. Knowledge in basic Financial Advisory and Real Estate Services is preferred, and you should exhibit a positive attitude toward members and teammates while maintaining a professional appearance and demeanor. Regular attendance and punctuality are mandatory, and you will complete additional tasks assigned by management and other administrative duties as needed.

Requirements

• Must have high school diploma or GED equivalent
• Entry level position with no experience required
• Must possess an aptitude for meeting people and developing member confidence, respect, and trust in Credit Union
• Must have 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

Nice To Haves

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

Responsibilities

• Attend Excel and Elevate – New Employee Training (E&E)
• Comply with all Credit Union policies and regulatory requirements
• Ensure all member information remains confidential
• Follow security and control procedures
• Be available in member-facing skill sets as determined by management
• Work with mentor and MSS coaching team to strengthen proficiency in member service delivery
• Ensure proper identification of members is taking place
• Assist in other areas of the operation as needed
• Participate in direct service to the membership through phone and digital communication channels
• Maintain acceptable performance level based on Key Performance Indicators (KPI’s)
• 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
• Maintain knowledge of credit union products and services
• Provide quality referrals in Financial Advisory and Real Estate Services
• Exhibit a positive attitude toward members and teammates
• Complete additional tasks assigned by management

Benefits

• Equal employment opportunity to all qualified persons
• Not-for-profit, member-owned financial cooperative
• Mission of helping people in the community
• Values diversity and uniqueness of individuals

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees