Part-Time Call Center Representative

Msgcu • Troy, MI

21h • Hybrid

About The Position

Michigan Schools & Government Credit Union (MSGCU) is seeking a Part-Time Call Center Representative to join their team. This role involves providing high-quality service to members via telephone and email, addressing inquiries, resolving issues, and cross-selling products and services. The representative will work an average of 29 hours per week and contribute to individual and team goals while maintaining a positive member experience. MSGCU is a financial institution with a long history of serving the community, known for its commitment to member success, equitable culture, and team member engagement, as evidenced by being named a Top Workplace for twelve consecutive years.

Requirements

• High school diploma or GED
• 1 year of experience within financial services, OR 2 years of experience within a call center with sales or production goals
• At least 21 years old

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

• Health benefits
• Vacation time
• Retirement plan contributions
• Discounts on loans
• Discounts on phone service
• 401(k) with 3% contribution from MSGCU and 100% match for the next 7% contributed
• 12 paid holidays
• Up to 60 hours of PTO in the first year

What This Job Offers

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