MSS Associate Member Services Representative

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

Job summary

SECU is seeking an MSS Associate Member Services Representative to provide exemplary member service through telephone and digital delivery channels. You will handle inquiries on accounts, deposits, cards, and digital channel support while maintaining confidentiality and following SECU’s security procedures.

You will complete required training modules, stay compliant with policies, and work with a mentor to strengthen member service delivery.

Qualifications

• Must have high school diploma or GED; preferred bachelor’s or CCUE/AA/AS.
• Entry level position with no experience required.
• Strong verbal and written communication skills.

Responsibilities

• Provide routine member service via telephone and digital channels.
• Respond to inquiries on accounts, new deposits, card services, and digital support.
• Maintain confidentiality and comply with security procedures.
• Attend training modules and maintain KPI performance.
• Refer to appropriate services based on member needs.

Skills

Customer Service

Communication Skills

Problem Solving

Phone Etiquette

Education

High School Diploma or GED

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

Job description

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
• 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.
• 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

• 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

• 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.