MSS Senior Member Services Representative

Purpose

The MSS Senior Member Services Representative has a broad knowledge of MSS procedures and tools obtained through extensive work experience and may require vocational or technical education.  Works under limited supervision and problems are often not routine and require analysis to understand.  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.  They also provide assistance and training to other employees.

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 all MSS skill sets including those that focus on member escalations and assisting team members.
• Professionally assist team members through the support skill sets and relay any concerns to appropriate management.
• Handle members complaints/concerns through the supervisor skill set with a proven ability to deescalate interactions and find solutions.
• 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.
• Available to discuss all SECU services including basic information regarding lending and Financial Advisory Services with the membership and make recommendations based on an understanding of the members overall financial situations.
• Successfully determine when a specialist is necessary and facilitate a warm transfer to that representative.
• Must maintain acceptable performance level based on organizational Key Performance Indicators (KPI’s) and achieve and maintain standards as determined by management.
• Ensure that proper identification of members is taking place and that the team is compliant in all areas covered by the Member Information Security Policy (MISP).
• Must be willing to engage in ongoing training and professional development.
• Willing to assist as needed in other areas of the operation to include training, recruitment, and community service.
• Actively participate in direct service to the membership through multiple service channels
• 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.
• Must have a level of proficiency in CXOne that enables the employee to make fact-based recommendations supported by data.
• Must be able to collaborate with team members and management to make recommendations for service improvements.
• Must set an example for all MSS team members by displaying exceptional soft skills and call quality

• Show an ability to process and grow from coaching packets and interactions with their manager.
• 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. The modules required are as follows:

• Account and Profile Maintenance
• Alerts, Two-Way Text Messaging, One-Time Passcode
• Credit Cards
• Estate Basics
• Life Stages and Events
• Mobile Payments & Token Management
• U.S. Savings Bonds
• Visa DPS System