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SECU · 1 month ago

MSS Associate Member Services Representative

Fayetteville - Executive Place

Full-time

Onsite

New Grad, Entry Level

0+ years exp

State Employees Credit Union is seeking a motivated individual to join their team as an MSS Associate Member Services Representative. This role involves providing exemplary member service through various channels, including responding to inquiries related to account services and digital support.

AccountingBankingFinancial Services

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

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

Qualification

CXone platformCredit Union products knowledgeCommunication skillsProblem solving skillsSoft skills

Required

Must have high school diploma or GED equivalent

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

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)

Company

SECU

Glassdoor3.4

Even though we're North Carolina's largest credit union, we're still just "people helping people." We currently serve over 2.6 million members through more than 270 branch offices - and growing! Members have 24/7 access to account services from over 1,100 ATMs, as well as via phone, our website, and the SECU Mobile App.

Founded in 1937

Raleigh, North Carolina, USA

5001-10000 employees