Job Description

Position Summary

The Call Center Member Service Specialist (CCMSS) role is responsible for providing a positive member experience that leads to increased member engagement and satisfaction with the Credit Union. The position is responsible for assisting members in a friendly and professional manner. The CCMSS position will introduce new products and services while simultaneously completing requests over the phone. CCMSS do this with accuracy and efficiency within a fast?paced environment that elevates the member's financial wellbeing. CCMSS are responsible for problem solving to find the optimal solution for the membership and mitigating risk to the member and Credit Union. CCMSS are expected to exhibit resiliency in an ever?changing environment.

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

• Standard 40?hour week during Call Center hours of operations.
• Monday?Friday 7:00?am9:00?pm.
• Saturdays 9:00?am5:00?pm.
• Most days are worked during normal operating hours (8:30?am6:00?pm) 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

• Starts at $18.00/hour.
• 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 1:1 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.

Essential Duties & Responsibilities

• 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.
• 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 concerns.
• 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.

Knowledge, Skills, and Abilities Required

• High school diploma or equivalent required.
• Strong listening skills with composure and professionalism under all circumstances.
• 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 Microsoft Suite.
• Math and general clerical aptitude.
• Ability to multitask and prioritize.
• Attention to detail.
• Reliability and availability to support membership during assigned schedule.
• Functional knowledge of Credit Union systems, products, services, and procedures.

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 the office area.
• Exposure to a potentially hazardous condition, i.e., robbery. Receives detailed instructions/procedures to maintain and minimize the exposure.

Disclaimer

Please note this job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and MSU Federal Credit Union reserves the right to change this position description and/or assign tasks for the employee to perform, as MSUFCU may deem appropriate.

Equal Opportunity

MSUFCU is an affirmative?action, equal?opportunity employer.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

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