Call Center Representative

Michigan Schools and Government Credit Union • Troy, MI

21d • Hybrid

About The Position

Michigan Schools & Government Credit Union (MSGCU) is seeking a Call Center Representative who is passionate about helping people and providing exceptional and dependable service. MSGCU has been serving the community for 70 years and is committed to helping members achieve financial success. As a caring organization, MSGCU strives to ensure an equitable and inclusive culture where everyone is valued and respected. The company offers regular coaching and continuing education, and has been recognized as a Top Workplace by The Detroit Free Press for thirteen consecutive years. Call Center Representatives will work an average of 40 hours per week during specified call center hours.

Requirements

• High school diploma or GED
• 1 year of experience within financial services in a fast-paced customer service environment, or
• 2 years of experience within a call center with sales or production goals in a fast-paced customer service environment

Nice To Haves

• Suggestive selling and business solicitation experience in a financial institution preferred.

Responsibilities

• Delivers the desired member experience by providing high quality service via telephone and e-mail across member service, lending, and digital service queues.
• Uses active listening skills to identify and address/resolve member needs and cross sell products and services to deepen member relationships.
• Works as a productive, cooperative, and engaged team member to serve members and reach individual and Call Center team goals.
• Consults with members to explain financial services, resolve inquiries, and provide information on MSGCU’s services, eligibility requirements, and account options.
• Performs a variety of member service tasks, including accurately processing account transfers, setting up automated services, assisting with account updates, processing loan payments, ordering debit/credit cards, and following up on fraud and dispute claims as needed to ensure member satisfaction.
• Reviews account data to understand and resolve members concerns.
• Maintains calm and professional communication to de-escalate situations and ensure members concerns are addressed.
• Troubleshoots online banking, mobile app, and other digital services to deliver an exceptional member experience.
• Collects and inputs required information for loan applications and ensures all accompanying notes and details are documented.
• Notates member closing preferences and provides direction to members regarding required documentation needed to complete the closing process.
• Actively listens for cues during member interactions to identify potential needs and provide recommendations on products or services that align with their financial goals.
• Contributes to the achievement of department sales goals by deepening member relationships and promoting relevant solutions and opportunities to enhance the members financial success.

Benefits

• Generous health benefits
• Vacation time
• Retirement plan contributions
• Discounts on loans
• Medical, dental and vision on your first day
• Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)
• 3% contribution from MSGCU to 401(k) for team members at least 21 years old
• 100% match for the next 7% contributed to 401(k) for team members at least 21 years old
• 12 paid holidays
• Up to 120 hours of PTO your first year of service (pro-rated based on start date)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED