Members First Credit Union · 20 hours ago
Contact Center Consultant I
Michigan, United States
Full-time
Hybrid
New Grad, Entry Level
0+ years expMembers First Credit Union is seeking a Contact Center Consultant to assist in delivering exceptional member service in a fast-paced environment. The role involves processing member requests, ensuring compliance, and building relationships to enhance member engagement.
BankingFinanceFinancial Services
Responsibilities
MFCU is looking for a Contact Center Representative who is Trustworthy, Caring, and Enthusiastic in receiving and processing MFCU member requests with a first call resolution. Collaborates with staff to cross-sell and increase member share of wallet. Ensures security and compliance procedures are followed in all transactions
This position has hybrid availability based on meeting all position expectations. Must be available to work 8 a.m. to 6 p.m. M-F, Saturday business hours as scheduled, and some outside of normal working hours for meetings and/or education/trainings
Deliver on the Credit Union’s Promises in every service situation
Develop and maintain an effective level of product knowledge
Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within first year of service with M1
Create opportunities for expanded member relationship by determining the needs for additional product and services and recommend appropriate Credit Union solutions
Handle phone inquiries on member’s accounts, statements, histories and process transactions for members as requested
Provide service to members that exceeds their expectations
Ensure proper identification and utilize secure processes/procedures for all requests including asking questions to help mitigate potential fraud
Answer calls with a first call resolution purpose
Identify members’ financial needs and recommend appropriate Credit Union solutions
Participate and engage in monthly developmental coaching
Maintain Education and Service Performance Expectations
Assist members with over the phone payments on loans utilizing SWBC to process payments on loans from other financial institutions
Responding to all forms of written inquiries from members
Remind delinquent members that their payments are due
Process member check orders
Process Bill Pay request notifications daily
Collect fees as required for services
Provide follow up to members in a timely manner from when LSI is unable to fully assist a member and sends an open ticket for follow up
Sell e-gift and travel cards along with reloading travel cards
Assist members with all eService platforms, including online banking, bill pay, mobile check deposits, etc
Assist with troubleshooting a variety of debit card issue
Scan or file documents as required
Process cashier's checks and starter checks
Successfully use effective MX Fundamentals to deepen member relationships
Build relationships with current and new members. Offer products and services that will help improve their financial wellbeing
Assist with the onboarding process that continues to build relationship with new members
Inform members about and explain benefits of MFCU products and services to find the appropriate credit union solution for the member
Actively participate in Credit Union initiatives, promotions, and achieve assigned financial service goals
Make sure members are being fully served
Qualification
Required
Minimum high school graduate or equivalent
Good working knowledge of all credit union products and service
One to twelve months similar or related experience
Experience operating a personal computer
Must possess excellent interpersonal and written communication skills
Skills in Microsoft Word, Excel, and Outlook
Knowledge of, or the ability to learn, Credit Union systems, products, services, and procedures
Company
Members First Credit Union
Members First Credit Union is a financial institution established in 1936.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Carrie Iafrate
President & CEO
Tamara McGovern
Chief Financial Officer
Recent News
2023-12-09
American Banker
2023-05-01
American Banker
2022-06-21
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