Part- Time Account Service Representative I/II (Call Center) - Inbound

Current•Baltimore, MD

13d•Hybrid

About The Position

MECU is a not-for-profit financial institution committed to helping its members and community by offering high-quality financial products and services. MECU’s success in empowering our members to improve their financial well-being and live better dates back to 1936. We seek service-oriented professionals that will be champions for our members, treat everyone with respect find ways to assist our members/coworkers and help our community be a better place to live. WE NEVER COMPROMISE THE MEMBER EXPERIENCE - our goal is to provide the absolute best member experience in all interactions and is the number one factor that we use to differentiate ourselves from our competition. MECU is currently searching for our newest team member to join our Call Center as an Account Services Representative (ASR) I. This is a part-time position located in downtown Baltimore. MECU Credit Union subsidizes a portion of parking or MTA. Must successfully complete an electronic assessment. The Account Services Representative I, under general supervision, projects a professional company image through telephone interactions with members. Answers incoming calls from members to provide information in response to inquiries about products and services and to handle and answer questions over the telephone. The Account Services Representative II, with moderate supervision, projects a professional company image through telephone interactions with members. Answers incoming calls from members to provide information in response to inquiries about products and services. Investigates and resolves complaints and problems pertaining to account status and MECU products and services. Effectively cross sells MECU products and services. Both roles require excellent phone and communication skills.

Requirements

High School Diploma (general studies) � Required
One (1) year Member/Customer Service � Required (ASR I & II)
Strong computer application skills.
Strong oral/written communication skills.
Must be results oriented.
Quick learner and motivated to be a consistent performer.
Attendance and punctuality are a must.
Must successfully complete an electronic assessment.

Nice To Haves

Eighteen (18) months Call Center � Preferred (ASR I)
Two (2) years Call Center � Preferred (ASR II)

Responsibilities

Develops positive relationships by listening carefully and respectfully.
Makes and fulfills commitments to resolve member/coworkers issues.
Demonstrates sensitivity to the member's/coworker's sense of urgency.
Follows up to ensure that members/coworkers are satisfied with both the process and the outcome.
Determines members specific account needs in the course of member contact.
Works with branches and departments within the Credit Union to resolve member concerns.
Answers member inquiries regarding various credit union services and products.
Confers with management regarding account and service problems outside standard operating guidelines to obtain a decision on how best to handle specific situations.
Research and resolve member problems, acting as the member liaison between other departments when necessary.
Possesses current knowledge of all key products and services.
Understands the benefits and constraints associated with these products and services.
Utilizes knowledge to meet member needs and gain a competitive advantage.
Cross-sell products and services based on member needs, in accordance with the Credit Union's program standards.