Part-Time Call Center Representative

Michigan Schools and Government Credit Union•Troy, MI

8d•Onsite

About The Position

Michigan Schools & Government Credit Union (MSGCU) is hiring a part-time Call Center Representative to provide high-quality service by telephone and email across member service, lending, and digital service queues. The role averages 29 hours per week during the call center’s operating hours: Monday–Wednesday, 8 a.m.–5 p.m.; Thursday, 8 a.m.–6 p.m.; Friday, 8 a.m.–7 p.m.; and Saturday, 8 a.m.–1 p.m. The representative listens to members, identifies and resolves their needs, and recommends relevant products and services to support their financial goals. The role also contributes as a cooperative and engaged team member toward individual and Call Center team goals. MSGCU describes itself as a community-focused credit union founded by educators. It reports more than 70 years of service, 24 branches in southeast Michigan, over 450 team members, 150,000 members, $4 billion in assets, and a 97% member satisfaction rating for two decades. The organization emphasizes an equitable and inclusive culture where everyone is valued and respected.

Requirements

High school diploma or GED.
Experience in a fast-paced customer service environment, with either one year of experience in financial services or two years of experience in a call center with sales or production goals.
Ability to use active listening to understand member needs and provide quality service.
Ability to communicate clearly verbally, including by phone, and in writing.
Ability to work an average of 29 hours per week during the stated call center operating hours, including Saturday hours.
Ability to sit most of the time, with brief periods of walking or standing, and occasionally lift and/or move up to 10 pounds.
Ability to work in an office and branch environment and follow security procedures related to potentially hazardous conditions.

Nice To Haves

Suggestive selling and business solicitation experience in a financial institution is preferred.

Responsibilities

Provide high-quality service by telephone and email across member service, lending, and digital service queues.
Listen actively to identify member needs, address and resolve inquiries, and cross-sell products and services that deepen member relationships.
Explain financial services, MSGCU services, eligibility requirements, and account options to members.
Process account transfers, set up automated services, assist with account updates, process loan payments, order debit and credit cards, and follow up on fraud and dispute claims as needed.
Review account data to understand and resolve concerns, communicate calmly and professionally to de-escalate situations, and troubleshoot online banking, mobile app, and other digital services.
Collect and enter information for loan applications, document accompanying notes and details, record members’ closing preferences, and explain documentation needed to complete the closing process.
Identify potential member needs during interactions and recommend products or services aligned with members’ financial goals.
Help achieve department sales goals by strengthening member relationships and promoting relevant solutions and opportunities.
Work cooperatively and productively as a team member to serve members and meet individual and Call Center team goals.
Travel throughout MSGCU’s service area occasionally as business needs require.

Benefits

Competitive salaries; base hourly pay begins at $19.25 per hour.
Eligible to earn incentives under the variable compensation plan.
For team members at least 21 years old, MSGCU contributes 3% to the 401(k) and matches 100% of the next 7% contributed by the team member.
12 paid holidays.
Up to 60 hours of PTO during the first year of service, prorated based on start date.
Generous health benefits.
Retirement plan contributions.
Discounts on loans and phone service.

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