MSS Associate Member Services Representative

About the Role

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.

Key Responsibilities

• 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
• Member Access
• 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).
• 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 levels based on Key Performance Indicators (KPI’s) and achieve and maintain standards as directed by management.
• Participate in training and continuing education.
• Maintain acceptable soft skills and call quality.
• Develop a strong understanding of organizational goals and philosophy and make recommendations consistent with those goals.
• Develop a strong understanding of the 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.

Additional Modules Required (Prior to Advancement)

• 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
• New Accounts

Minimum Requirements

• High school diploma or GED equivalent.
• Must possess an aptitude for meeting people and developing member confidence, respect, and trust in Credit Union.
• Good communication skills, both verbal and written.
• Ability to think critically and use problem-solving skills.
• Must complete the Credit Union's Core Module Program within 12 months of hire date as a condition of employment.

Preferred Qualifications

• 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).

Job Environment

• Office setting with physical proximity to other employees and members.
• Some background noise from other employees, printers, telephone and coin machine.

Physical Demands

• Must be able to comprehend and carry out job demands.
• Job requires a substantial amount of sitting.
• Use hands and fingers to press keys on a computer keyboard to enter or retrieve information.
• Use hands and fingers to press telephone keypad and lift telephone receiver.
• Must be able to comprehend phone calls.
• Must be able to lift 10-15 pounds.