MSS Member Services Representative

Purpose

The MSS Member Services Representative performs routine member service through telephone and digital delivery channels. They must possess all the basic knowledge of MSS operational procedures.  They are responsible for providing exemplary member service by responding to member inquiries that include account services, new deposit account origination, card services, and member support of digital channels.

Performance Expectations and Essential 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.

Modules Required

Note, the list of modules below is expected to be completed DURING the employee’s time in this position, not as a prerequisite of the position. Generally, employees are expected to complete the modules within one year in order to gain knowledge needed for effectiveness in the position and the modules listed below must be completed prior to advancement to the next level.

•        Account Research in OnBase

•        ACH/Direct Deposit

•        Advances

•        Cashpoints Global Accounts

•        Debit Cards

•        Financial Advisory Services (FAS) Overview

•     Foreign Currency & Foreign Checks

•     Disputes vs. Fraud

•     Payments

•     Safe Deposit Boxes

•     Transit Procedures

• Tax-Advantaged Accounts