Part-Time Call Center Representative

Msgcu • Troy, MI

7d • Onsite

About The Position

Michigan Schools & Government Credit Union (MSGCU) is hiring a part-time Call Center Representative to provide service to members by telephone and email across member service, lending, and digital service queues. The role averages 29 hours per week during call center hours: Monday–Wednesday, 8 a.m.–5 p.m.; Thursday, 8 a.m.–6 p.m.; Friday, 8 a.m.–7 p.m.; and Saturday, 8 a.m.–1 p.m.

The representative identifies and resolves member needs, explains financial services and account options, performs account and payment transactions, assists with digital services, and supports consumer loan applications and closings. The role also includes recommending relevant products and services to deepen member relationships and contribute to individual and team goals. The representative is expected to provide dependable service, communicate professionally, work cooperatively with the team, and reflect MSGCU’s organizational values.

The work takes place in an office or branch environment, with occasional travel throughout MSGCU’s service area as business needs require. The role may involve exposure to potentially hazardous conditions such as robbery; annual instructions and security procedures are provided. Work is mostly seated, with brief periods of walking or standing and occasional lifting or moving of up to 10 pounds.

Requirements

• High school diploma or GED.
• Either one year of experience in financial services within a fast-paced customer service environment, or two years of call center experience with sales or production goals.
• Ability to use active listening and communicate clearly, verbally and in writing, with different audiences.
• Ability to address difficult issues and maintain honest, trustworthy, and professional conduct.

Nice To Haves

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

Responsibilities

• Provide high-quality service to members by telephone and email across member service, lending, and digital service queues.
• Use active listening to identify and resolve member needs and recommend relevant products and services.
• Explain MSGCU financial services, eligibility requirements, and account options, and resolve member inquiries.
• Process account transfers, set up automated services, assist with account updates, process loan payments, order debit and credit cards, and follow up on fraud and dispute claims as needed.
• Review account data to understand and resolve member concerns, de-escalating situations through calm and professional communication.
• Troubleshoot online banking, mobile app, and other digital services.
• Collect and enter required information for loan applications and document accompanying notes and details.
• Record member closing preferences and explain the documentation required to complete loan closings.
• Contribute to department sales goals by identifying member needs and promoting relevant solutions and opportunities.
• Work cooperatively and productively with the team to serve members and achieve individual and Call Center team goals.

Benefits

• Competitive salary; base hourly pay begins at $19.25 per hour.
• Eligibility to earn incentives through a variable compensation plan.
• MSGCU contributes 3% to the 401(k) for team members at least 21 years old and matches 100% of the next 7% contributed by the team member.
• 12 paid holidays.
• Up to 60 hours of PTO during the first year of service, prorated based on start date.
• Health benefits.
• Retirement plan contributions.
• Discounts on loans and phone service.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED