Call Center Representative

Msgcu•Troy, MI

16h•Onsite

About The Position

Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for more 70 years and welcomes everyone in Michigan to bank with us. MSGCU is committed to helping members achieve financial success. As the sixth largest Credit Union in Michigan, MSGCU has 24 branch offices in south east Michigan, over 450 team members, 150,000 members, $4 billion in assets, and a 97% member satisfaction rating for two decades. The organization strives to ensure an equitable and inclusive culture where everyone is valued and respected, and has been named a Top Workplace by The Detroit Free Press twelve years in a row. Call Center Representatives will work an average of 40 hours per week during call center hours: Monday-Wednesday 8am-5pm, Thursday 8am-6pm, Friday 8am-7pm, and Saturday 8am-1pm.

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

Deliver the desired member experience by providing high quality service via telephone and e-mail across member service, lending, and digital service queues.
Use active listening skills to identify and address/resolve member needs and cross sell products and services to deepen member relationships.
Work as a productive, cooperative, and engaged team member to serve members and reach individual and Call Center team goals.
Consult with members to explain financial services, resolve inquiries, and provide information on MSGCU’s services, eligibility requirements, and account options.
Perform 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.
Review account data to understand and resolve members concerns.
Maintain calm and professional communication to de-escalate situations and ensure members concerns are addressed.
Troubleshoot online banking, mobile app, and other digital services to deliver an exceptional member experience.
Collect and input required information for loan applications and ensure all accompanying notes and details are documented.
Notate member closing preferences and provide direction to members regarding required documentation needed to complete the closing process.
Actively listen for cues during member interactions to identify potential needs and provide recommendations on products or services that align with their financial goals.
Contribute to the achievement of department sales goals by deepening member relationships and promoting relevant solutions and opportunities to enhance the members financial success.

Benefits

Competitive salaries
Generous health benefits
Vacation time
Retirement plan contributions
Discounts on loans and phone service
Base hourly pay begins at $19.25 / hour
Eligible to earn incentives as part of our variable compensation plan
Medical, dental and vision on your first day
Option to choose the most generous Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)
3% contribution from MSGCU to your 401(k) if you are at least 21 years old
100% match for the next 7% you contribute to your 401(k)
13 paid holidays
Up to 120 hours of PTO your first year of service (pro-rated based on start date)