Member Contact Specialist

Jolt Credit Union•Saginaw Charter Township, MI

3d•Onsite

About The Position

Jolt Credit Union is hiring a full-time Member Contact Specialist for its State Street Branch in Saginaw, Michigan. The specialist serves as a primary voice of the credit union, assisting members by phone with financial transactions, account questions, service information, and product recommendations that support their financial well-being. The role involves delivering excellent service to members and coworkers in a fast-paced environment and upholding the credit union’s service promise. The schedule is 40 hours per week, Monday through Friday, with some Saturday shifts from 9 a.m. to noon. Telephone conversations may occasionally be monitored or recorded without advance notice for training, coaching, feedback, and quality assurance. Jolt Credit Union describes itself as community-focused and emphasizes meaningful member relationships, community service, teamwork, training, and career growth.

Requirements

Customer service expertise; two or more years is preferred, especially in banking, credit union, teller, or lending work.
Excellent communication and problem-solving skills.
Confidence using computers and Microsoft Office.
Ability to stay organized, multitask, and adapt in a fast-paced environment.
Passion for helping others and selling solutions that benefit them.

Nice To Haves

Two or more years of customer service experience, especially in banking, credit union, teller, or lending work.
Energetic, motivated, empathetic, and committed to community service.

Responsibilities

Deliver service to members and coworkers in alignment with the credit union’s service promise.
Provide exceptional member service, cross-sell and recommend credit union services, primarily over the telephone.
Analyze member problems and complaints and find beneficial solutions in a timely manner.
Provide deposit, loan rate, service, and promotion information.
Process share withdrawal and fund transfer requests.
Provide account information, including balances, check clearings, deposit postings, and statement information.
Record research requests and deliver them to the appropriate personnel for form distribution.
Provide membership information, including field-of-membership qualifications and new account initiation.
Process payment or deposit corrections when necessary.
Explain credit union policies and procedures, including those concerning wire transfers, stop payments, address changes, loan applications, and direct deposit requests.
Process stop payments, address changes, and loan applications.
Uphold the principle of privileged communication.
Follow applicable federal, state, and local laws, including Bank Secrecy Act and Office of Foreign Assets Control requirements as they relate to the role.