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. MFCU is looking for a Contact Center Representative who is Trustworthy, Caring, and Enthusiastic in receiving and processing MFCUmember requests with a first call resolution. Collaborates with staff to cross-sell and increase member share of wallet. Ensures security and compliance procedures are followed in all transactions. This position has hybrid availability based on meeting all position expectations. Must be available to work 8 a.m. to 6 p.m. M-F, Saturday business hours as scheduled, and some outside of normal working hours for meetings and/or education/trainings. 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 first year of service with M1.

Requirements

Minimum high school graduate or equivalent.
Working knowledge of all credit union products and service
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
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.

Nice To Haves

Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within first year of service with M1.

Responsibilities

Create opportunities for expanded member relationship by determining the needs for additional product and services and recommend appropriate Credit Union solutions
Deliver a trustworthy lending by phone application experience that aligns with our lending strategies
Input consumer loan applications utilizing the credit unions lending platform.
Handle phone inquiries on member’s 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 from 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 issue.
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 wellbeing.
Assist with the onboarding process that continues to build relationship 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
Make sure members are being fully served