MSS Associate Member Services Representative

SECU; Rocky Mount (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

State Employees’ Credit Union (SECU) is seeking an MSS Associate Member Services Representative in North Carolina. The role focuses on delivering exemplary member service via telephone and digital channels, handling account services, deposits, card services, and digital support.

Candidates should have strong communication skills, a customer-focused mindset, and the ability to learn SECU policies and CXone platform while maintaining privacy and security standards.

Qualifications

• Must have a high school diploma or GED or equivalent.
• Preferred BA/CCUE or AA/AS via NC-CTP.
• Entry level position with no experience required.
• Aptitude for meeting people and earning member trust.
• Excellent verbal and written communication skills.
• Ability to think critically and solve problems.
• Complete Core Module Program within 12 months of hire.

Responsibilities

• Provide routine member service through phone and digital channels.
• Learn and apply SECU policies and core banking products.
• Protect member information and follow security procedures.
• Participate in training and maintain call quality KPI targets.
• Support in other operational areas as needed.

Skills

Communication skills

People skills

Problem solving

Critical thinking

Goal orientation

Education

High school diploma or GED

Bachelor’s degree or CCUE Certification or AA/AS via NC-CTP

Tools

CXone platform

Job description

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

Minimum Requirements

• Must have high school diploma or GED equivalent.
  • 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).
• 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.

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.

SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

Disclaimer

State Employees’ Credit Union reserves the right to fill this role at a higher/lower level based on business need.