Contact Center Consultant I

Members First Credit Union•Midland, MI

6d•Hybrid

About The Position

Members First Credit Union is seeking a Contact Center Consultant to assist our members on their financial journey. This role has hybrid potential, must be available to work 8am – 6pm Monday – Friday, and a rotating Saturday shift. We strive to create an atmosphere of belonging with no judgment, just opportunity. We are interconnected to each other, and when we embrace our true authentic selves, we are stronger. We will empower you to be the best version of yourself while helping you to flourish in work and life. Come join us to help create thriving communities! The primary purpose of this position is to assist Members First Credit Union to deliver on its mission, vision, and brand promise. You will do this by living out our core values in every service contact to both internal and external members. At the heart of our Employee Value Proposition lies the belief in purpose, belonging, and joy, fostering a culture where every team member feels invested and encouraged to make a meaningful impact in the lives of others.

Requirements

Strive to exceed credit union, department, and personal goals.
Ability to communicate clearly and concisely.
Team oriented.
Highly organized.
Produces accurate work results.
Communicates effectively with team members to keep them adequately informed.
Presents a professional image.
Maintains a high level of knowledge of credit union philosophy, products/services, policies and procedures.
Ability to work overtime, attend meetings, seminars and travel.
Proactively seek opportunities to fulfill the Internal Service Missions of the department and the credit union.
Must have flexibility to deal with changing work hours and locations as needed.
Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and /or outside the organization generally regarding routine matters for purposes of giving or obtaining information, which may require some discussion.
Interview members and complete loan applications for processing.
Effectively apply and maintain financial counseling concepts, gained through America's Credit Unions' Financial Counseling Certification Program (FiCEP), to promote financial well-being.
Minimum high school graduate or equivalent.
Working knowledge of all credit union products and services.
One to twelve months similar or related experience.
Experience operating a personal computer.
Must possess excellent interpersonal and written communication skills.
Skills in Microsoft Word, Excel, and Outlook.
Knowledge of, or the ability to learn, Credit Union systems, products, services, and procedures.

Nice To Haves

Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions

Responsibilities

Assist Members First Credit Union to deliver on its mission, vision, and brand promise by living out core values in every service contact.
Receive and process MFCU member requests with a first call resolution.
Collaborate with staff to cross-sell and increase member share of wallet.
Ensure security and compliance procedures are followed in all transactions.
Deliver on the Credit Union’s Promises in every service situation.
Develop and maintain an effective level of product knowledge.
Maintain consistent phone availability and efficiently handle member calls, striving to achieve first-call resolution whenever possible while delivering exceptional member service.
Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within the first year of service.
Create opportunities for expanded member relationships by determining needs for additional products and services and recommending appropriate Credit Union solutions.
Deliver a trustworthy lending by phone application experience that aligns with lending strategies.
Input consumer loan applications utilizing the credit union's lending platform.
Handle phone inquiries on member accounts, statements, histories and process transactions for members as requested.
Provide service to members that exceeds their expectations.
Ensure proper identification and utilize secure processes/procedures for all requests, including asking questions to help mitigate potential fraud.
Answer calls with a first call resolution purpose.
Identify members’ financial needs and recommend appropriate Credit Union solutions.
Participate and engage in monthly developmental coaching.
Maintain Education and Service Performance Expectations.
Assist members with over-the-phone payments on loans utilizing SWBC to process payments on loans from other financial institutions.
Respond to all forms of written inquiries from members.
Remind delinquent members that their payments are due.
Process member check orders.
Process Bill Pay request notifications daily.
Collect fees as required for services.
Provide follow-up to members in a timely manner when LSI is unable to fully assist a member and sends an open ticket for follow-up.
Sell e-gift and travel cards along with reloading travel cards.
Assist members with all eService platforms, including online banking, bill pay, mobile check deposits, etc.
Assist with troubleshooting a variety of debit card issues.
Scan or file documents as required.
Process cashier's checks and starter checks.
Successfully use effective MX Fundamentals to deepen member relationships.
Build relationships with current and new members.
Offer products and services that will help improve their financial well-being.
Assist with the onboarding process that continues to build relationships with new members.
Inform members about and explain benefits of MFCU products and services to find the appropriate credit union solution for the member.
Actively participate in Credit Union initiatives, promotions, and achieve assigned financial service goals.
Ensure members are being fully served.