Contact Center Consultant I/ Call Center

members first credit union michigan•Midland, MI

2d•Hybrid

About The Position

The Contact Center Consultant I assists Members First Credit Union in delivering its mission, vision, and brand promise by providing exceptional service to internal and external members. The role handles member requests across multiple systems, seeks first-call resolution, identifies financial needs, and recommends appropriate credit union products and services. It also supports lending applications, account transactions, digital services, and other member inquiries while following security and compliance procedures. The position has hybrid availability based on meeting position expectations. The employee must be available between 8 a.m. and 6 p.m. Monday through Friday, work scheduled Saturday business hours, and occasionally work outside normal hours for meetings or education and training. The employee is expected to obtain the Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within the first year of service.

Requirements

High school diploma or equivalent.
One to twelve months of similar or related experience.
Working knowledge of credit union products and services.
Experience operating a personal computer.
Excellent interpersonal and written communication skills; ability to communicate clearly and concisely.
Skills in Microsoft Word, Excel, and Outlook.
Knowledge of, or ability to learn, credit union systems, products, services, and procedures.
Ability to produce accurate work, stay organized, and work effectively as part of a team.
Ability to maintain professional conduct and communicate effectively with team members.
Ability to work scheduled hours between 8 a.m. and 6 p.m. Monday through Friday, scheduled Saturdays, and occasional hours outside normal business hours for meetings or education and training.
Flexibility to accommodate changing work hours and locations as needed.
Ability to work overtime, attend meetings and seminars, and travel.
Ability to move or transport up to 25 pounds and remain stationary for 2–4 hours at a time.
Ability to effectively apply and maintain financial counseling concepts gained through America's Credit Unions' Financial Counseling Certification Program (FiCEP).

Responsibilities

Provide exceptional member service and strive to resolve member needs on the first call.
Maintain phone availability and handle member calls accurately and efficiently.
Identify members’ financial needs and recommend appropriate credit union products and services.
Build relationships with current and new members, support onboarding, and participate in sales initiatives and assigned financial service goals.
Follow security, identification, compliance, and fraud-mitigation procedures for all requests and transactions.
Provide lending-by-phone service, interview members, complete loan applications, and enter consumer loan applications in the credit union’s lending platform.
Respond to inquiries about accounts, statements, and transaction histories, and process member transactions as requested.
Assist members with over-the-phone loan payments using SWBC, including payments from other financial institutions.
Respond to written member inquiries and provide timely follow-up on open tickets referred for further assistance.
Assist members with online banking, bill pay, mobile check deposits, debit card issues, and other eService platforms.
Process check orders, bill pay request notifications, cashier’s checks, and starter checks; collect applicable service fees.
Sell e-gift and travel cards and reload travel cards.
Remind delinquent members that payments are due.
Participate in monthly developmental coaching and maintain education and service performance expectations.
Maintain product knowledge and explain credit union products, services, policies, and procedures to members.
Maintain a neat and orderly work area, routinely clean and disinfect work surfaces and equipment, and protect confidential information.
Attend meetings, seminars, training, and other credit union initiatives as required.
Obtain the Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within the first year of service.