MSS Associate Member Services Representative

State Employees' Credit Union•Greensboro, NC

About The Position

The MSS Associate Member Services Representative performs routine member service through telephone and digital delivery channels. The role provides exemplary service by responding to member inquiries about account services, new deposit account origination, card services, and digital-channel support. The representative completes new employee and role-specific training, follows credit union policies and regulatory requirements, protects confidential member information, and follows security and control procedures. They work with a mentor and the MSS coaching team to strengthen service proficiency, maintain performance and call-quality standards, and build knowledge of credit union products, services, and the CXone platform. The role also provides referrals for financial advisory and real estate services when appropriate and may assist in other operational areas as needed. This is an entry-level position requiring a high school diploma or GED, with no prior experience required. The work takes place in an office setting near employees and members, with some background noise. The position requires substantial sitting, frequent keyboard and telephone use, comprehension of phone calls, and the ability to lift 10–15 pounds. Completion of the Credit Union’s Core Module Program within 12 months of hire is a condition of employment.

Requirements

High school diploma or GED equivalent.
No prior experience required.
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’s Core Module Program within 12 months of hire as a condition of employment.
Ability to comprehend and carry out job demands, comprehend phone calls, and lift 10–15 pounds.

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

Complete Excel and Elevate – New Employee Training and required core and additional training modules.
Comply with credit union policies and regulatory requirements, maintain member confidentiality, and follow security and control procedures.
Provide direct member service through telephone and digital communication channels.
Identify members properly and ensure actions comply with SECU’s Member Information Security Procedure (MISP).
Work with a mentor and the MSS coaching team to improve proficiency in member service delivery.
Maintain performance against Key Performance Indicators and standards set by management, including acceptable soft skills and call quality.
Participate in training and continuing education.
Develop an understanding of organizational goals and philosophy and make recommendations consistent with them.
Develop a strong understanding of the CXone platform.
Maintain current knowledge of credit union products and services, educate members, and recommend options based on their needs; consult 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.
Assist in other operational areas and complete additional tasks or administrative duties as assigned by management.