MSS Associate Member Services Representative

SECU•Charlotte, NC

9d•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 about account services, new deposit account origination, card services, and support for digital channels, while providing exemplary member service consistent with the credit union philosophy of “People Helping People.” The position requires completion of new employee training and specified core and additional learning modules. The representative follows credit union policies, regulatory requirements, security controls, and member information confidentiality procedures; develops proficiency with member service delivery and the CXone platform; and maintains knowledge of credit union products and services to educate members and make appropriate recommendations or referrals. The role also requires meeting performance standards, participating in training and continuing education, maintaining regular attendance and punctuality, and assisting elsewhere in the operation as needed.

Requirements

High school diploma or GED equivalent.
Entry-level position; no 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.
Must 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.
Ability to comprehend phone calls.
Ability to lift 10–15 pounds.

Nice To Haves

Bachelor’s degree, CCUE Certification, or an Associate of Arts 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) and complete the specified core training modules after E&E and subsequent training sessions.
Comply with Credit Union policies and regulatory requirements.
Keep member information confidential and access members’ accounts only for business purposes.
Follow security and control procedures and SECU’s Member Information Security Procedure (MISP), including proper member identification.
Work in member-facing skill sets as determined by management.
Work with a mentor and the MSS coaching team to strengthen proficiency in member service delivery.
Provide direct service to members through phone and digital communication channels.
Maintain acceptable performance based on Key Performance Indicators (KPIs) and standards directed by management.
Participate in training and continuing education and maintain acceptable soft skills and call quality.
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 make recommendations based on member needs, consulting a mentor when appropriate.
Understand basic Financial Advisory and Real Estate Services and provide quality referrals.
Maintain a positive attitude toward members and teammates and a professional appearance and demeanor.
Maintain regular attendance and punctuality.
Complete additional tasks assigned by management and administrative duties as needed.
Complete the required additional modules before advancement to the next level.
Complete the Credit Union’s Core Module Program within 12 months of hire.