MSS Associate Member Services Representative

State Employees' Credit Union•Fayetteville, NC

About The Position

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team! Purpose 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. Performance Expectations and Essential Responsibilities Attend Excel and Elevate – New Employee Training (E&E). The following 10 Core modules will be completed after E&E and subsequent training sessions: Checking Accounts Member Eligibility Money Market Share Accounts SECU Policies Overview Share Accounts Lending Overview NCUA Coverage Cooperative Principles Online Services We Are SECU! Comply with all Credit Union policies and regulatory requirements. Ensure all member information remains confidential, and members’ accounts are accessed for business purposes only. Security and control procedures must be followed by all MSS employees. Will be available in member facing skill sets as determined by management. Actively work with mentor and MSS coaching team to strengthen proficiency in member service delivery. Ensure that proper identification of members is taking place and all actions are compliant with SECU’s Member Information Security Procedure (MISP). Willing to assist in other areas of the operation as needed. Actively participate in direct service to the membership through phone and digital communication channels Must maintain acceptable performance level based on Key Performance Indicators (KPI’s) and achieve and maintain standards as directed by management. Participate in training and continuing education. Soft skills and call quality must be maintained at an acceptable level. Must develop a strong understanding of organizational goals and philosophy and make recommendations consistent with those goals. Must develop a strong understanding of CXone platform. Maintain a current and comprehensive knowledge of credit union products and services and possess an ability to educate members and make recommendations based on their needs. May need to consult with mentor depending on the nature of the recommendation. Knowledgeable in basic Financial Advisory and Real Estate Services (i.e., insurance, retirement planning, investment services, trust, and mortgage services) and able to provide quality referrals. Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor. Regular attendance and punctuality are mandatory. Complete additional tasks assigned by management and other administrative duties as needed. Additional Modules Required The following modules should be completed at this level and are required prior to advancement to the next level: SECU's Member Facing Websites Share Term Certificates Account Titling & Designations Buy/Sell Branch Security Measures Funds Transfer Member Identification Stop Payments & Stop Cautions Wires Cash Handling Check Acceptance Holds MARGO Platform MARGO Teller Payroll Deduction Relationship Manager

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 as a condition of employment.

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

Perform routine member service through telephone and digital delivery channels.
Provide exemplary member service by responding to member inquiries that include account services, new deposit account origination, card services, and member support of digital channels.
Attend Excel and Elevate – New Employee Training (E&E).
Complete 10 Core modules after E&E and subsequent training sessions: Checking Accounts, Member Eligibility, Money Market Share Accounts, SECU Policies Overview, Share Accounts, Lending Overview, NCUA Coverage, Cooperative Principles, Online Services, We Are SECU!
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.
Be available in member facing skill sets as determined by management.
Actively work with mentor and MSS coaching team to strengthen proficiency in member service delivery.
Ensure that proper identification of members is taking place and all actions are compliant with SECU’s Member Information Security Procedure (MISP).
Willing to assist in other areas of the operation as needed.
Actively participate in direct service to the membership through phone and digital communication channels
Maintain acceptable performance level based on Key Performance Indicators (KPI’s) and achieve and maintain standards as directed by management.
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 and make recommendations consistent with those goals.
Develop a strong understanding of CXone platform.
Maintain a current and comprehensive knowledge of credit union products and services and possess an ability to educate members and make recommendations based on their needs. May need to consult with mentor depending on the nature of the recommendation.
Be knowledgeable in basic Financial Advisory and Real Estate Services (i.e., insurance, retirement planning, investment services, trust, and mortgage services) and able to provide quality referrals.
Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
Maintain regular attendance and punctuality.
Complete additional tasks assigned by management and other administrative duties as needed.
Complete additional modules: SECU's Member Facing Websites, Share Term Certificates, Account Titling & Designations, Buy/Sell Branch Security Measures, Funds Transfer, Member Identification, Stop Payments & Stop Cautions, Wires, Cash Handling, Check Acceptance Holds, MARGO Platform, MARGO Teller, Payroll Deduction, Relationship Manager