SECU
MSS Associate Member Services Representative
SECU, Charlotte, North Carolina, United States, 28245
MSS Associate Member Services Representative
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, responding to inquiries related to 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).
Complete the 10 Core modules after E&E: 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 is accessed only for business purposes.
Follow security and control procedures.
Be available in member‑facing skill sets as determined by management.
Work with mentor and MSS coaching team to improve member service delivery proficiency.
Ensure proper identification of members and compliance with SECU’s Member Information Security Procedure (MISP).
Assist in other operational areas as needed.
Participate in direct service to the membership via phone and digital communication channels.
Maintain acceptable performance levels based on Key Performance Indicators (KPIs) and meet standards directed by management.
Engage in training and continuing education.
Maintain soft skills and call quality at an acceptable level.
Develop a strong understanding of organizational goals and make recommendations consistent with those goals.
Develop a strong understanding of the CXone platform.
Maintain comprehensive knowledge of credit union products and services; educate members and make recommendations based on their needs.
Provide quality referrals for basic Financial Advisory and Real Estate Services.
Exhibit a positive attitude toward members and teammates while maintaining a professional appearance and demeanor.
Maintain regular attendance and punctuality.
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
Payroll Deduction
Relationship Manager
Minimum Requirements
Must have a high school diploma or GED equivalent.
Preferred: Bachelor’s degree, CCUE certification, or Associate of Arts/Science 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 building member confidence, respect, and trust in a Credit Union.
Must have strong verbal and written communication skills.
Ability to think critically and use problem‑solving skills.
Must complete the Credit Unions Core Module Program within 12 months of hire as a condition of employment.
Job Environment Office setting with physical proximity to other employees and members; some background noise from employees, printers, phones, and a coin machine.
Physical Demands
Comprehend and carry out job demands.
Job requires substantial 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 the receiver.
Comprehend phone calls.
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.
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Purpose The MSS Associate Member Services Representative performs routine member service through telephone and digital delivery channels, responding to inquiries related to 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).
Complete the 10 Core modules after E&E: 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 is accessed only for business purposes.
Follow security and control procedures.
Be available in member‑facing skill sets as determined by management.
Work with mentor and MSS coaching team to improve member service delivery proficiency.
Ensure proper identification of members and compliance with SECU’s Member Information Security Procedure (MISP).
Assist in other operational areas as needed.
Participate in direct service to the membership via phone and digital communication channels.
Maintain acceptable performance levels based on Key Performance Indicators (KPIs) and meet standards directed by management.
Engage in training and continuing education.
Maintain soft skills and call quality at an acceptable level.
Develop a strong understanding of organizational goals and make recommendations consistent with those goals.
Develop a strong understanding of the CXone platform.
Maintain comprehensive knowledge of credit union products and services; educate members and make recommendations based on their needs.
Provide quality referrals for basic Financial Advisory and Real Estate Services.
Exhibit a positive attitude toward members and teammates while maintaining a professional appearance and demeanor.
Maintain regular attendance and punctuality.
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
Payroll Deduction
Relationship Manager
Minimum Requirements
Must have a high school diploma or GED equivalent.
Preferred: Bachelor’s degree, CCUE certification, or Associate of Arts/Science 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 building member confidence, respect, and trust in a Credit Union.
Must have strong verbal and written communication skills.
Ability to think critically and use problem‑solving skills.
Must complete the Credit Unions Core Module Program within 12 months of hire as a condition of employment.
Job Environment Office setting with physical proximity to other employees and members; some background noise from employees, printers, phones, and a coin machine.
Physical Demands
Comprehend and carry out job demands.
Job requires substantial 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 the receiver.
Comprehend phone calls.
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.
#J-18808-Ljbffr