Member Service Representative

Michigan Schools and Government Credit Union • Chesterfield Township, MI

7d • Hybrid

About The Position

Performs a broad range of member sales and service functions to deliver the desired member experience. Focuses on listening to identify member needs by asking questions and offering solutions in order to build loyal member relationships. Works as a productive, cooperative, and engaged team member to serve members and reach individual and branch team goals. Follows MSGCU’s service standards and completes member service responsibilities with focus and understanding in order to ensure accuracy. Member service responsibilities include, but are not limited to: processing loan applications, opening new memberships, opening IRAs, setting-up automated services, and supporting Call Center as needed. Effectively explains ownership options to members; eligibility requirements for membership; and ensures that all paperwork, documentation, and signatures are completed accurately as required. Exceeds member service expectations and builds trusting relationships with members by being the financial expert and showing a sincere interest in the member and their financial success. Uses Creating Member Loyalty skills to effectively handle member complaints and resolve issues by working with members to identify mutually beneficial solutions. Uses a consultative approach when serving members, asking high impact questions to identify and meet member perceived and unperceived needs. Listens for member cues and uses in depth knowledge of MSGCU products and services to cross sell and offer solutions for member needs by focusing on the benefits and value to the member. Offers Credit Life, Credit Disability, and GAP when identified in the members’ best interest and to protect MSGCU. Generates new business by asking for business and referrals.

Requirements

• High school diploma or GED
• 1 year of progressively responsible experience within a financial institution to become familiar with the variety of financial products and services and account options available.
• Member Focus: Builds strong member relationships (internal/external) by using effective listening skills to gain insight into member needs and identifying opportunities to benefit the member, efficiently resolving problems, and providing superior quality service in a professional, efficient, and courteous manner.
• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Completes responsibilities with a high level of excellence, professionalism, efficiency, accuracy, and responsibility for outcomes.
• Communicates Effectively: Actively listens, provides timely and helpful information, shares, collaborates and participates in team discussions.
• Instills Trust: Gains the confidence of others by modeling honesty, integrity, authenticity, and behaviors that align with organizational values. Makes responsible choices and exemplifies courage by stepping up to address difficult issues.
• Self-Development: Actively seeks new ways to grow and be challenged using both formal and informal development channels; demonstrates a willingness to step into other areas as requested.

Responsibilities

• Processes loan applications, opening new memberships, opening IRAs, setting-up automated services, and supporting Call Center as needed.
• Explains ownership options to members and eligibility requirements for membership.
• Ensures that all paperwork, documentation, and signatures are completed accurately.
• Handles member complaints and resolves issues by working with members to identify mutually beneficial solutions.
• Cross-sells MSGCU products and services by asking high impact questions to identify and meet member needs.
• Offers Credit Life, Credit Disability, and GAP when identified in the members’ best interest.
• Generates new business by asking for business and referrals.

Benefits

• Generous vacation time
• Retirement plan contributions
• Discounts on loans
• Medical, dental and vision on your first day
• Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)
• 3% contribution from MSGCU to 401(k) for those at least 21 years old
• 100% match for the next 7% contributed to 401(k) for those at least 21 years old
• 12 paid holidays
• Up to 120 hours of PTO your first year of service (pro-rated based on start date)

What This Job Offers

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