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MECU Credit Union · 4 days ago

Account Service Representative I/II (Call Center) - Inbound (162ASR1/162ASR2)

Baltimore, MD

Full-time

Onsite

Entry, Mid Level

$20/hr - $21.59/hr

1+ years exp

MECU Credit Union is a not-for-profit financial institution located in downtown Baltimore, MD, dedicated to serving its members with high-quality financial products and services. They are seeking an Account Services Representative I/II to manage incoming calls, provide information about products and services, and resolve member issues while maintaining a professional image. The role involves cross-selling products based on member needs and requires excellent communication skills.

BankingFinanceFinancial Services

Responsibilities

Projects a professional company image through telephone interactions with members

Answers incoming calls from members to provide information in response to inquiries about products and services and to handle and answer questions over the telephone

Develops positive relationships by listening carefully and respectfully

Makes and fulfills commitments to resolve member/coworkers issues

Demonstrates sensitivity to the member's/coworker's sense of urgency

Follows up to ensure that members/coworkers are satisfied with both the process and the outcome

Determines members specific account needs in the course of member contact

Works with branches and departments within the Credit Union to resolve member concerns

Answers member inquiries regarding various credit union services and products

Confers with management regarding account and service problems outside standard operating guidelines to obtain a decision on how best to handle specific situations

Research and resolve member problems, acting as the member liaison between other departments when necessary

Possesses current knowledge of all key products and services

Understands the benefits and constraints associated with these products and services

Utilizes knowledge to meet member needs and gain a competitive advantage

Cross-sell products and services based on member needs, in accordance with the Credit Union's program standards

Qualification

Call Center ExperienceCustomer Service ExperienceComputer Application SkillsOral Communication SkillsWritten Communication SkillsQuick LearnerMotivated PerformerAttendancePunctualityResults Oriented

Required

High School Diploma (general studies) – Required

General Education Degree (GED) – In Lieu of H.S. Diploma

ASR I – Twelve (12) months Call Center – Required

ASR I – One (1) year Member/Customer Service – Required

ASR II – Eighteen (18) months Call Center – Required

ASR II – One (1) year Member/Customer Service – Required

Strong computer application skills

Strong oral/written communication skills

Must be results oriented

Quick learner and motivated to be a consistent performer

Attendance and punctuality are a must

Benefits

Medical, Dental, and Vision Coverage: Plans are available for both employees and their families to ensure comprehensive health coverage.

401(k) Plan with Employer Match: Secure your financial future with our competitive 401(k) plan, including an employer match to help you save more for retirement.

Company-Paid Insurance: We provide company-paid short-term disability, long-term disability, and life insurance to give you peace of mind.

Tuition Assistance: Continue your education and professional development with our tuition assistance program.

Employee Assistance Program (EAP): Access confidential support for personal and professional challenges through our EAP.

Parking Discounts: Enjoy discounted parking to make commuting easier.

Long-Term Care Insurance: Prepare for the future with long-term care coverage options.

Time Off: Take advantage of annual, sick leave, sick and safe leave to recharge and maintain a healthy work-life balance.