MSS Associate Member Services Representative

State Employees' Credit Union•Charlotte, NC

8d•Onsite

About The Position

The MSS Associate Member Services Representative performs 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. The representative maintains confidential member information, follows security and control procedures, and provides service in compliance with Credit Union policies and regulatory requirements. The position requires completion of new employee training and specified core and additional modules. Employees work with mentors and the MSS coaching team to strengthen service proficiency, maintain performance and call-quality standards, develop knowledge of the CXone platform, and stay current on Credit Union products and services. The representative educates members and makes needs-based recommendations, consulting a mentor when appropriate, and provides referrals for basic financial advisory and real estate services. The role is based in an office setting with physical proximity to other employees and members, and some background noise. Regular attendance and punctuality are mandatory. SECU 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.
Must be able 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 via the North Carolina Community College Transfer Program (NC-CTP).

Responsibilities

Attend Excel and Elevate – New Employee Training and complete the required core and additional modules.
Comply with Credit Union policies and regulatory requirements; protect confidential member information and access accounts only for business purposes.
Follow security and control procedures and ensure proper member identification in accordance with SECU’s Member Information Security Procedure (MISP).
Provide direct member service through telephone and digital communication channels, including responding to 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.
Maintain acceptable performance against KPIs and standards set by management, including acceptable soft skills and call quality.
Participate in training and continuing education; complete the Credit Union’s Core Module Program within 12 months of hire.
Develop a strong 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; consult a mentor when appropriate.
Understand basic financial advisory and real estate services and provide quality referrals.
Exhibit a positive attitude toward members and teammates while maintaining a professional appearance and demeanor.
Be available in member-facing skill sets as determined by management and assist in other operational areas as needed.
Complete additional tasks assigned by management and other administrative duties as needed.
Maintain regular attendance and punctuality.