Member Contact Center Representative

MONROE COMMUNITY CREDIT UNION • Monroe, MI

3d • Hybrid

About The Position

The Contact Center Representative handles all incoming inquiries 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 methods of contact between a member and the Credit Union including email, contact us requests, online banking requests and all other channels of communication. The Contact Center Representative must be knowledgeable in all Credit Union products and services in order to efficiently and effectively cross sell to enhance a member’s relationship with MCCU. This individual will foster an environment that produces exceptional member service in accordance with MCCU’s Passion Statement.

Requirements

• High School Diploma required
• Strong attention to detail and accuracy in all work.
• Proven ability to work accurately and efficiently under minimal supervision.
• Member service oriented with the enthusiasm to provide high quality service.
• Excellent oral and written communication skills.

Nice To Haves

• Prior Call Center, teller or banking experience preferred.
• Member service experience preferred.

Responsibilities

• Ensure members receive excellent service by assessing needs and recommending appropriate financial solutions.
• Promptly respond to member inquiries and requests—whether received in writing, via email, by telephone, or through secure online banking.
• Accurately process a wide range of financial transactions for members, including but not limited to transfers, stop payments, credit card, loan payments, check and statement copies, check orders, and also handle disputes.
• Ensure member confidentiality by performing proper identity verification and safeguarding against unauthorized disclosure of sensitive information.
• Provide assistance to members using remote channels including but not limited to Online/Audio Banking, Digital Wallet, Remote Check Deposit, and pay.
• Evaluate Member’s accounts and provide refund assistance in accordance with credit union guidelines.
• Demonstrate teamwork through positive interactions with all co-workers.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED