MSS Associate Member Services Representative

SECU•Greensboro, NC

2d•Onsite

About The Position

The MSS Associate Member Services Representative provides routine member service through telephone and digital delivery channels. The role responds to member inquiries involving account services, new deposit account origination, card services, and support for digital channels, while providing exemplary service consistent with the credit union philosophy of “People Helping People.” The representative completes new-employee training and required core and additional learning modules, maintains knowledge of credit union products and services, and educates members or makes needs-based recommendations. The role also supports members with basic financial advisory and real estate service referrals, follows security and regulatory procedures, and works with a mentor and coaching team to develop service proficiency. Advancement requires completion of specified modules, and the Credit Union Core Module Program must be completed within 12 months of hire as a condition of employment.

Requirements

High school diploma or GED equivalent.
No prior experience required; this is an entry-level position.
Aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union.
Good verbal and written communication skills.
Ability to think critically and use problem-solving skills.
Complete the Credit Union Core Module Program within 12 months of hire as a condition of employment.

Nice To Haves

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

Responsibilities

Attend Excel and Elevate – New Employee Training (E&E) and complete the required core and additional training modules.
Comply with Credit Union policies and regulatory requirements, protect member confidentiality, access accounts only for business purposes, and follow security and control procedures.
Provide direct member service through telephone and digital communication channels, responding to inquiries about account services, deposit account origination, card services, and digital channels.
Work in member-facing skill sets as determined by management and assist in other operational areas as needed.
Work with a mentor and the MSS coaching team to strengthen member-service proficiency.
Verify member identification and comply with SECU’s Member Information Security Procedure (MISP).
Maintain acceptable performance based on Key Performance Indicators and standards set by management, as well as acceptable soft skills and call quality.
Participate in training and continuing education, and develop a strong understanding of the CXone platform.
Maintain current knowledge of credit union products and services; educate members and make recommendations based on their needs, consulting a mentor when appropriate.
Provide quality referrals related to basic financial advisory and real estate services, including insurance, retirement planning, investment services, trust, and mortgage services.
Maintain a positive attitude toward members and teammates and a professional appearance and demeanor.
Maintain regular attendance and punctuality.
Complete additional management-assigned tasks and administrative duties as needed.
Develop an understanding of organizational goals and philosophy and make recommendations consistent with those goals.