Full-Time Member Contact Center Representative

MONROE COMMUNITY CREDIT UNION•Monroe, MI

1d•Hybrid

About The Position

A Contact Center Specialist handles all incoming calls in a prompt, courteous manner. Seeks resolutions for member questions or issues regarding accounts, orders, payments, products and/or services the member has with the Credit Union. Responds to all other methods of contact between a member and the Credit Union including email, contact us requests, and online banking requests. A Contact Center Specialist is knowledgeable in all Credit Union products and services to be able to efficiently and effectively cross sell to enhance a member’s relationship with Monroe Community Credit Union. This individual will foster an environment that produces exceptional member service in accordance with MCCU’s Passion Statement.

Requirements

High School Diploma or Associates Degree preferred.
Places a high priority on serving the member and provides efficient and enthusiastic service during each member interaction.
Self-starter with attention to detail, excellent organizational skills and ability to work in a team environment
Able to work well under pressure and follow timelines
Excellent oral and written communication skills
Must have thorough knowledge of CU products and services
Demonstrated ability to understand and correctly interpret all forms, transaction entries, rate sheets, general documents and procedure manuals
Demonstrated ability to recognize member needs and offer appropriate solutions
Proficient in problem resolution and solving member disputes
Self-motivated to ensure accurate product knowledge for all personal and business products and services.
Ability to speak effectively with members, potential members, and other employees of the organization
Frequent need to be resourceful and persuasive using a high degree of concentration, patience, and initiative.

Responsibilities

Respond to members in a courteous, professional, and timely matter
Build positive relationships with members by assessing needs and recommending appropriate financial solutions.
Follow-up with member requests within 24 hours. These requests may be written, email, telephone, or secured online banking messages.
Process a variety of financial transactions for members including, but not limited to, transfers, stop payments, credit card or loan payments, check copies, check ordering, copies of histories and statements, wire transfers, rate quotes, open sub accounts, etc.
Maintain member confidentiality by utilizing proper verification questions and avoid unauthorized disclosure of member information.
Provide assistance to members using remote channels including but not limited to Online/Audio Banking, Remote Check Deposit, and iPay.
Evaluate Member’s accounts and provide refund assistance in accordance with credit union guidelines and the member forgiveness model.
Troubleshoot problems, and handle disputes with ATM and debit cards.
Participate in all credit union promotions of products and services.
Meet contributor level for all products and services listed in the Contact Center Incentive program set by the Contact Center Manager (incentives and products and/or services may change from time to time).
Assumes responsibility for department functions in the absence of staff members or in overload situations.
This position performs other functions and duties that may be assigned from time to time.