SECU
MSS Associate Member Services Representative – SECU
Join to apply for the MSS Associate Member Services Representative role at SECU. 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. Responsibilities
Attend Excel and Elevate – New Employee Training (E&E). Complete the following Core modules during E&E and subsequent training sessions: Checking Accounts; Member Eligibility; Money Market Share Accounts; SECU Policies Overview; Share Accounts; Share Term Certificates; Account Titling & Designations; Buy/Sell; Funds Transfer; Member Eligibility; Member Identification; Stop Payments & Stop Cautions; Wires; Cash Handling & Disbursing Funds; Check Acceptance; Holds; MARGO Platform; MARGO Teller; Payroll Deduction; Relationship Manager; We Are SECU! Comply with all Credit Union policies and regulatory requirements. Ensure all member information remains confidential and that members’ accounts are accessed for business purposes only. Follow security and control procedures as required for MSS employees. Be available in member facing skill sets as determined by management. Work with a mentor and MSS coaching team to strengthen proficiency in member service delivery. Ensure proper identification of members is taken and all actions are compliant with SECU’s Member Information Security Procedure (MISP). Be willing to assist in other areas of the operation as needed. Perform direct service to the membership through phone and digital channels. Maintain acceptable performance levels based on KPIs and achieve standards as directed by management. Participate in training and continuing education. Maintain soft skills and call quality at an acceptable level. Develop a strong understanding of organizational goals and philosophy and make recommendations aligned with those goals. Develop a strong understanding of the CXone platform. Maintain current knowledge of SECU products and services and educate members, providing quality referrals as appropriate. Have knowledge of basic Financial Advisory and Real Estate Services and provide quality referrals (insurance, financial counseling, retirement planning, investment services, trust, mortgage services) as needed. Exhibit a positive attitude toward members and teammates and maintain professional appearance and demeanor. Complete additional tasks assigned by management and perform other administrative duties as needed. Additional Modules Required
SECU Online Services SECU's Member Facing Websites Minimum Requirements
High school diploma or GED equivalent required. Preferred – Bachelor’s degree, or CCUE Certification, or Associate of Arts/Science via NC Community College Transfer Program (NC-CTP). Entry-level position with no experience required. Aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union. Good communication skills (verbal and written). Ability to think critically and use problem-solving skills. Job Environment
Office setting with proximity to other employees and members. Possible background noise from printers, phones, and other equipment. Physical Demands
Must be able to comprehend and carry out job demands. Substantial amount of sitting. Use hands to type on a computer keyboard and to operate a telephone. Lift 10-15 pounds. Must be able to understand phone calls. 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.
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Join to apply for the MSS Associate Member Services Representative role at SECU. 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. Responsibilities
Attend Excel and Elevate – New Employee Training (E&E). Complete the following Core modules during E&E and subsequent training sessions: Checking Accounts; Member Eligibility; Money Market Share Accounts; SECU Policies Overview; Share Accounts; Share Term Certificates; Account Titling & Designations; Buy/Sell; Funds Transfer; Member Eligibility; Member Identification; Stop Payments & Stop Cautions; Wires; Cash Handling & Disbursing Funds; Check Acceptance; Holds; MARGO Platform; MARGO Teller; Payroll Deduction; Relationship Manager; We Are SECU! Comply with all Credit Union policies and regulatory requirements. Ensure all member information remains confidential and that members’ accounts are accessed for business purposes only. Follow security and control procedures as required for MSS employees. Be available in member facing skill sets as determined by management. Work with a mentor and MSS coaching team to strengthen proficiency in member service delivery. Ensure proper identification of members is taken and all actions are compliant with SECU’s Member Information Security Procedure (MISP). Be willing to assist in other areas of the operation as needed. Perform direct service to the membership through phone and digital channels. Maintain acceptable performance levels based on KPIs and achieve standards as directed by management. Participate in training and continuing education. Maintain soft skills and call quality at an acceptable level. Develop a strong understanding of organizational goals and philosophy and make recommendations aligned with those goals. Develop a strong understanding of the CXone platform. Maintain current knowledge of SECU products and services and educate members, providing quality referrals as appropriate. Have knowledge of basic Financial Advisory and Real Estate Services and provide quality referrals (insurance, financial counseling, retirement planning, investment services, trust, mortgage services) as needed. Exhibit a positive attitude toward members and teammates and maintain professional appearance and demeanor. Complete additional tasks assigned by management and perform other administrative duties as needed. Additional Modules Required
SECU Online Services SECU's Member Facing Websites Minimum Requirements
High school diploma or GED equivalent required. Preferred – Bachelor’s degree, or CCUE Certification, or Associate of Arts/Science via NC Community College Transfer Program (NC-CTP). Entry-level position with no experience required. Aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union. Good communication skills (verbal and written). Ability to think critically and use problem-solving skills. Job Environment
Office setting with proximity to other employees and members. Possible background noise from printers, phones, and other equipment. Physical Demands
Must be able to comprehend and carry out job demands. Substantial amount of sitting. Use hands to type on a computer keyboard and to operate a telephone. Lift 10-15 pounds. Must be able to understand phone calls. 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.
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