Part-Time Call Center

Msgcu • Troy, MI

4d • Hybrid

About The Position

Michigan Schools & Government Credit Union (MSGCU) is seeking a Part-Time Call Center Representative to join their team. Founded by educators over 70 years ago, MSGCU is a financial institution committed to helping members achieve financial success. As the sixth largest Credit Union in Michigan, MSGCU has 24 branch offices, over 450 team members, 150,000 members, $4 billion in assets, and a 97% member satisfaction rating for two decades. They foster an equitable and inclusive culture and have been recognized as a Top Workplace by The Detroit Free Press for twelve consecutive years. This role involves providing high-quality service via telephone and email, identifying and resolving member needs, and cross-selling products and services to deepen member relationships. The Call Center Representative will work an average of 29 hours per week during the call center's operating hours.

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
• 12 paid holidays
• Up to 60 hours of PTO your first year of service (pro-rated based on start date)

What This Job Offers

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