MSS Associate Member Services Representative

State Employees' Credit Union•Rocky Mount, NC

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. The representative is expected to provide exemplary service, maintain knowledge of credit union products and services, educate members, and make recommendations or referrals suited to member needs. The position includes new-employee and continuing training, including completion of required core and additional learning modules. Employees must follow credit union policies, regulatory requirements, confidentiality rules, and security procedures. They work with a mentor and the MSS coaching team to build service proficiency, maintain performance and call-quality standards, and contribute to organizational goals. State Employees' Credit Union may fill the role at a higher or lower level based on business need.

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.

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 (E&E) New Employee Training and complete the required Core modules and subsequent training sessions.
Comply with credit union policies and regulatory requirements, preserve member confidentiality, access accounts only for business purposes, and follow security and control procedures.
Serve members through telephone and digital communication channels, including inquiries about account services, deposit account origination, card services, and digital channels.
Work with a mentor and the MSS coaching team to strengthen proficiency in member service delivery.
Properly identify members and comply with SECU’s Member Information Security Procedure (MISP).
Assist in other operational areas as needed and complete additional management-assigned and administrative tasks.
Maintain acceptable Key Performance Indicator (KPI) performance, service soft skills, and call quality as directed by management.
Participate in training and continuing education, including completing the Credit Union’s Core Module Program within 12 months of hire.
Develop 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 their needs, consulting a mentor when appropriate.
Provide quality referrals based on knowledge of 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.