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SECU · 2 months ago

MSS Associate Member Services Representative

MBR Support - Asheville

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. The role involves providing excellent member service, ensuring compliance with credit union policies, and maintaining confidentiality of member information while actively participating in training and development.

AccountingBankingFinancial Services

Responsibilities

Attend Excel and Elevate – New Employee Training (E&E)

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

Qualification

CXone platformFinancial Advisory knowledgeCommunication skillsProblem solving skillsMember service deliveryProfessional demeanorConfidentialityTeamwork

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