SECU
MSS Associate Member Services Representative
Join our team if you are motivated and share the credit union philosophy of "People Helping People".
Purpose The MSS Associate Member Services Representative performs routine member service through telephone and digital delivery channels, delivering exemplary service by responding to inquiries related to account services, new deposit account origination, card services, and digital channel support.
Performance Expectations And Essential Responsibilities
Attend Excel and Elevate – New Employee Training (E&E).
Complete 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, and comply with all Credit Union policies and regulatory requirements.
Ensure member information confidentiality and adhere to SECU’s Member Information Security Procedure (MISP).
Work with mentor and MSS coaching team to strengthen proficiency in member service delivery.
Assist in other operational areas as needed.
Maintain acceptable performance levels based on KPIs and achieve standards as directed by management.
Participate in training, continuing education, and maintain soft skills and call quality at an acceptable level.
Develop a strong understanding of organizational goals, CXone platform, and credit union products to educate members and provide referrals for financial advisory services.
Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
Complete additional tasks assigned by management and other administrative duties as needed.
Additional Modules Required
SECU Online Services
SECU's Member Facing Websites
Minimum Requirements
High school diploma or GED equivalent.
Preferred – Bachelor’s degree, CCUE Certification, or Associate degree via NC-CTP.
Entry level position with no experience required.
Aptitude for meeting people and developing member confidence.
Strong verbal and written communication skills.
Critical thinking and problem solving skills.
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
Substantial sitting throughout the shift.
Use hands and fingers to press keys on a computer keyboard and telephone keypad.
Allowable lift of 10-15 pounds.
Ability to comprehend phone calls.
EEO Statement 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.
Seniority level: Entry level
Employment type: Full-time
Job function: Other
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Purpose The MSS Associate Member Services Representative performs routine member service through telephone and digital delivery channels, delivering exemplary service by responding to inquiries related to account services, new deposit account origination, card services, and digital channel support.
Performance Expectations And Essential Responsibilities
Attend Excel and Elevate – New Employee Training (E&E).
Complete 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, and comply with all Credit Union policies and regulatory requirements.
Ensure member information confidentiality and adhere to SECU’s Member Information Security Procedure (MISP).
Work with mentor and MSS coaching team to strengthen proficiency in member service delivery.
Assist in other operational areas as needed.
Maintain acceptable performance levels based on KPIs and achieve standards as directed by management.
Participate in training, continuing education, and maintain soft skills and call quality at an acceptable level.
Develop a strong understanding of organizational goals, CXone platform, and credit union products to educate members and provide referrals for financial advisory services.
Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor.
Complete additional tasks assigned by management and other administrative duties as needed.
Additional Modules Required
SECU Online Services
SECU's Member Facing Websites
Minimum Requirements
High school diploma or GED equivalent.
Preferred – Bachelor’s degree, CCUE Certification, or Associate degree via NC-CTP.
Entry level position with no experience required.
Aptitude for meeting people and developing member confidence.
Strong verbal and written communication skills.
Critical thinking and problem solving skills.
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
Substantial sitting throughout the shift.
Use hands and fingers to press keys on a computer keyboard and telephone keypad.
Allowable lift of 10-15 pounds.
Ability to comprehend phone calls.
EEO Statement 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.
Seniority level: Entry level
Employment type: Full-time
Job function: Other
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