SECU · 18 hours ago
MSS Member Services Representative
Operations-Rocky Mount
Full-time
Onsite
Entry Level
2+ years expState Employees Credit Union is seeking a motivated individual to join their team as an MSS Member Services Representative. The role involves providing exemplary member service through telephone and digital channels, handling inquiries related to account services, and ensuring compliance with Credit Union policies.
AccountingBankingFinancial Services
Responsibilities
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 leadership 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)
Must be proficient in handling account openings, wire transfers, stop payments, card disputes, and account reconciliation
Must be able to troubleshoot and resolve member concerns with online access
Interact with other departments to facilitate member requests
Actively participate in direct service to the membership through phone and digital communication channels
Must maintain acceptable performance level based on organizational Key Performance Indicators (KPI’s) and achieve and maintain standards as determined by management
Participate in additional training and continuing education
Soft skills and call quality must be maintained at an acceptable level
Must have a strong understanding of organizational goals and philosophy and make recommendations to management consistent with those goals
Must be able to utilize the functionality within CXone to evaluate personal performance and organizational goals
Show an ability to process and grow from coaching packets and interactions with their manager
Willing to assist as needed in other areas of the operation to include community service and employee development
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
Required
Must have high school diploma or GED equivalent
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
Demonstrated ability to think critically and use problem solving skills
Consistently demonstrates SECU's Core Values
Must complete the Credit Unions Core Module Program within 12 months of hire date as a condition of employment
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 leadership 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)
Must be proficient in handling account openings, wire transfers, stop payments, card disputes, and account reconciliation
Must be able to troubleshoot and resolve member concerns with online access
Interact with other departments to facilitate member requests
Actively participate in direct service to the membership through phone and digital communication channels
Must maintain acceptable performance level based on organizational Key Performance Indicators (KPI's) and achieve and maintain standards as determined by management
Participate in additional training and continuing education
Soft skills and call quality must be maintained at an acceptable level
Must have a strong understanding of organizational goals and philosophy and make recommendations to management consistent with those goals
Must be able to utilize the functionality within CXone to evaluate personal performance and organizational goals
Show an ability to process and grow from coaching packets and interactions with their manager
Willing to assist as needed in other areas of the operation to include community service and employee development
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
Preferred
Four-year degree, or CCUE Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP)
Minimum of 2 years of SECU or directly related experience strongly preferred
Demonstrated proficiency in all MSS Assoc MSR responsibilities
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
Company
SECU
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.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Leigh Brady
President and CEO
Recent News
2025-10-23
State Employees' Credit Union (SECU)
2025-09-17
Company data provided by crunchbase