Call Center Member Services Specialist - East Lansing

A Day in the Life -

The Call Center Member Service Specialist (CCMS) provides a comprehensive member experience by working with members, primarily over the phone to review their overall financial situation and make product or service recommendations. To be successful in this position we ask that you work with sound judgment, professionalism, integrity, accuracy, and expediency in assisting our members. You will also seek opportunities to promote credit union products and services by identifying member needs and communicating opportunities that may most benefit them. The position requires the ability to achieve identified sales goals. CCMSS need to be available during the span of credit union hours of operation including opening, closing, and holiday Call Center hours. Hours could change based on business need.

Schedule -

• This position requires working a standard 40 hour week during Call Center hours of operations
  
  
  
  • Monday-Friday 7:00am-9:00pm
  • Saturdays 9:00am-5:00pm
  
  
  
  
• Schedule remains flexible, but consistent and stable. Most days are worked during normal operating hours (8:30am-6:00pm) with one required evening shift per week.
• Employees work every third Saturday and receive a consistent day off during the week to offset their hours.
• Scheduled hours could change based on business need and future department growth.

Pay & Benefits -

• This position starts at $18.00/hour and includes shift premiums of an additional $2.00/hour for evening/Saturday hours
• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
• 401(k) with a 2:1 Match
• Tuition Reimbursement
• Up to 12 Weeks of Paid Parental Leave

Work Location - This position is a hybrid role offering the ability to work from home and from our Headquarters 2 building in East Lansing after initial training is complete. Hybrid schedule currently includes at least 1 day onsite per week. The remaining 4 days can be scheduled remote from home or onsite.

An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (hybrid) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment.

How You Can Be Successful in the Role -

• Handle inbound and outbound member calls to process member transactions, completing requests with accuracy and sense of urgency
• Mitigate risks to members and credit union by following proper verification prior to completing member transactions; Eliminate risk due to fraud
• Demonstrate proficiency in product knowledge for Credit Union products, services, and fintech partners
• Identify and cross sell products and services, providing financial education that enhances each member's experience including achieving sales goals as identified for position
• Work to meet/exceed Call Center metrics such as calls per hour, time available, schedule adherence, and quality assurance checks.
• Share knowledge, encouraging others to reach sales goals and assist peers with learning new skills
• Handle escalated member interactions by taking ownership with appropriate action to de-escalate and resolve concern
• Follow established processes and guidelines in daily activities, adhering to all applicable laws and regulations, adapting to new information, technology platforms, handling ambiguity and adapting to change
• Leverage appropriate resources, technologies, and processes to enhance the member's experience
• Effectively assist members with blocking and reissuing cards as needed
• Ability to troubleshoot member technical difficulties
• Provide basic loan servicing for the members
• Ability to perform consistently within established performance metrics
• Participate in training activities within the department and with the Learning and Development Department to ensure compliance with Credit Union policies and state and federal regulations and laws
• Follow safety and security procedures regarding emergency situations, third party access to secure areas, and communicate suspicious activity to management

What Skills You Can Bring to the Role -

• High school diploma or equivalent required
• Demonstrate strong listening skills with every situation maintaining composure and professionalism
• Strong sales skills with identifiable results
• Critical thinking and problem solving skills
• Effective written and verbal communication skills
• Skills to assist escalated members, de-escalate and resolve situations
• Demonstrate resiliency in an ever changing environment
• Analytical skills and the ability to work independently
• Interpersonal skills, handling calls under pressure while exhibiting empathy
• Computer navigation skills including the ability to work with Microsoft Suite products
• Math and general clerical aptitude
• Ability to multitask and prioritize
• Attention to detail
• Ability to be reliable and available to help the membership during assigned schedule
• Functional knowledge of Credit Union systems, products, services, and procedures

To learn more about additional growth opportunities, visit www.msufcu.org/training

Physical Demands and Work Environment -

• May be required to remain in a stationary position for an extended period.
• Ability to operate standard office technology, equipment, and tools, including many hours of computer and phone usage
• Occasionally needs to move about inside of office area
• Exposure to a potentially hazardous condition, i.e., robbery. Receives detailed instructions/procedures to maintain and minimize the exposure

• This position is able to work in hybrid or onsite working arrangements.

Disclaimer:

The above statements are intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be constructed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the rights of any supervisor to assign, direct, and control the work of employees under his or her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of similar kind of level of difficulty. MSU Federal Credit Union is an affirmative-action, equal-opportunity employer. Reasonable accommodations may be made for individuals with disabilities to enable them to perform the essential functions of the position.