Call Center Representative

Michigan Schools and Government Credit Union • Troy, MI

8h • 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. We are financial champions committed to helping our members achieve financial success by rallying behind them and their goals. 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. We are a caring organization that strives to ensure an equitable and inclusive culture where everyone is valued and respected. Our dedication to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press twelve years in a row. If you have a passion for helping people and providing exceptional and dependable service, we want you on our team! Call Center Representatives will work an average of 40 hours per week during our call center hours: Monday-Wednesday 8am-5pm, Thursday 8am-6pm, Friday 8am-7pm, and Saturday 8am-1pm. The role delivers the desired member experience by providing high quality service via telephone and e-mail across member service, lending, and digital service queues. It involves using active listening skills to identify and address/resolve member needs and cross sell products and services to deepen member relationships, and working as a productive, cooperative, and engaged team member to serve members and reach individual and Call Center team goals.

Requirements

• High school diploma or GED
• 1 year of experience within financial services within a fast-paced customer service environment, OR
• 2 years of experience within a call center with sales or production goals within 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

• Competitive salaries
• Generous health benefits
• Vacation time
• Retirement plan contributions
• Discounts on loans
• Discounts on 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!
• Choose the most generous Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)
• If you are at least 21 years old, you will receive a 3% contribution from MSGCU, and a 100% match for the next 7% you contribute to your 401(k)
• You will enjoy 13 paid holidays
• Up to 120 hours of PTO your first year of service (pro-rated based on start date)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees