Call Center Representative
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. This role involves delivering the desired member experience by providing high-quality service via telephone and e-mail across member service, lending, and digital service queues. The representative will use active listening skills to identify and resolve member needs, cross-sell products and services to deepen member relationships, and work as a productive, cooperative, and engaged team member to serve members and reach individual and Call Center team goals. MSGCU has a long history of serving the community and is committed to an equitable and inclusive culture, recognized as a Top Workplace for twelve consecutive years.
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
- Discounts on phone service
- 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) if at least 21 years old
- 100% match for the next 7% contributed to 401(k) if 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)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
