MSS Associate Member Services Representative

SECU

70d

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.

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.

Nice To Haves

• Preferred – 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

• Attend Excel and Elevate – New Employee Training (E&E).
• Complete core modules after E&E and subsequent training sessions.
• 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.
• Actively work with mentor and MSS coaching team to strengthen proficiency in member service delivery.
• Ensure 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.
• 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 a current and comprehensive knowledge of credit union products and services.
• Provide quality referrals for Financial Advisory and Real Estate Services.
• Exhibit a positive attitude toward members and teammates.
• Complete additional tasks assigned by management.

What This Job Offers

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