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MSU Federal Credit Union · 1 day ago

Call Center Member Services Specialist - East Lansing

East Lansing, Michigan, United States

Full-time

Hybrid

New Grad, Entry Level

$18/hr - $18/hr

MSU Federal Credit Union is dedicated to delivering high-quality service through phone-based member support. The Call Center Member Service Specialist is responsible for addressing a variety of financial needs while promoting products and services that enhance members’ financial wellbeing.

Financial Services

Growth Opportunities

Responsibilities

Provide superior service across all member service center channels with high proficiency, accuracy, and professionalism, while maintaining compliance with all federal, state, and MSUFCU regulations and policies

Conduct secure member verification before processing any transactions to prevent fraud and ensure account safety. Ensure member security by accurately verifying identity, reporting suspicious activity, and educating members on fraud prevention best practices

Deliver timely and accurate service to members primarily via phone with professionalism, empathy, and urgency

Identify and sell products and services, provide personalized financial education to enhance member experience, and achieve individual and departmental goals

Maintain strong working knowledge of Credit Union offerings and fintech partner solutions to support member financial wellness

Take ownership of escalated concerns, using sound judgment and de-escalation techniques to resolve complex issues

Troubleshoot and support member issues related to debit/credit cards, online banking, mobile banking, and digital tools

Accurately assist with basic loan servicing and other financial requests in compliance with policies and regulations

Support operational changes by adapting quickly to updated systems, procedures, and technologies

Ensure compliance with laws, regulations, and internal controls to minimize risk and safeguard member assets

Participate in training and development opportunities to remain current on Credit Union policies, best practices, and service standards

Assist members with fraud and dispute resolution, ensuring protection of accounts and building member confidence

Enable mobile wallet functionality through proper procedures for Visa products

Understand the Credit Union's policies and procedures to ensure compliance and accountability for managing operational risks. Adhere to established internal controls and procedures to safeguard assets, prevent fraud, and maintain the integrity of credit union operations

Perform other duties as assigned

Qualification

Customer service experienceSales skillsProblem-solving skillsAnalytical skillsEffective communicationComputer navigationMath aptitudeActive listeningInterpersonal skillsAttention to detail

Required

High school diploma or equivalent required

Demonstrated ability to provide exceptional member support across a variety of routine inquiries, including account servicing, transaction assistance, and product information, while meeting departmental expectations for quality, efficiency, and member satisfaction

Active listening skills and the ability to maintain composure and professionalism

Strong sales skills with identifiable results

Critical thinking and problem-solving skills

Effective written and verbal communication skills

Skills to assist escalated members, de-escalate, and resolve situations

Demonstrate resiliency in an ever changing environment

Analytical skills and the ability to work independently

Interpersonal skills, handling calls under pressure while exhibiting empathy

Computer navigation skills including the ability to work with Microsoft Suite products

Math and general clerical aptitude

Ability to multitask and prioritize

Attention to detail

Ability to be reliable and available to help the membership during assigned schedule

Functional knowledge of Credit Union systems, products, services, and procedures

Preferred

Prior customer service experience is preferred

Benefits

100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums

Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays

401(k) with a 1:1 Match

Tuition Reimbursement

Up to 12 Weeks of Paid Parental Leave

Company

MSU Federal Credit Union

Glassdoor4.1

Founded in 1937, MSU Federal Credit Union (MSUFCU) has remained committed to helping members achieve financial success and stability through every stage of life.

Founded in 1937