Job Details

Position Type: Full-Time
Work Environment: Hybrid (based on performance)
Location: Wackerly Branch, Midland, MI 48640, USA

Job Details

Do you thrive in providing exceptional member service in a fast-paced environment? Do you excel at multi-tasking with a keen eye on attention to detail? Members First Credit Union is seeking a Contact Center Consultant with experience in high-volume customer service environments. This hybrid-role offers varied scheduling opportunities to better meet members' needs, with hours between 7 a.m. – 7 p.m. Monday–Friday and a rotating Saturday shift.

We strive to create an atmosphere of belonging with no judgment, just opportunity. We are interconnected to each other, and when we embrace our true authentic selves, we are stronger. We will empower you to be the best version of yourself while helping you to flourish in work and life. Come join us to help create thriving communities!

Position: Contact Center Consultant I

Employment Status: Grade 5 / Non-Exempt

Reports to: Contact Center Leader

Position Overview

The primary purpose of this position is to assist Members First Credit Union to deliver on its mission, vision, and brand promise. You will do this by living out our core values in every service contact with both internal and external members. At the heart of our Employee Value Proposition lies the belief in purpose, belonging, and joy—fostering a culture where every team member feels invested and encouraged to make a meaningful impact in the lives of others.

Essential Duties

• Represent MFCU as trustworthy, caring, and enthusiastic while providing first-call resolution support

• Collaborate with team members to cross-sell products and services that align with member needs

• Maintain compliance with security and procedural guidelines in all interactions

• Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within the first year of service

• Meet availability expectations from 7 a.m. to 7 p.m. Monday–Friday and Saturdays as scheduled

Duties and Responsibilities

• Handle phone inquiries related to member accounts, transactions, and service needs

• Identify member needs and recommend appropriate Credit Union solutions

• Process payments via SWBC for loans from other financial institutions

• Provide follow-up support for escalated service requests

• Process check orders, Bill Pay notifications, cashier’s checks, and starter checks

• Respond to written member inquiries

• Support members in using eServices platforms (online banking, mobile deposits, etc.)

• Assist with debit card troubleshooting

• Participate in monthly developmental coaching

• Maintain documentation and clerical support as needed

General Sales Expectations

• Utilize MX Fundamentals to build strong member relationships

• Assist with onboarding of new members and identify opportunities for deeper engagement

• Inform and explain Credit Union benefits and product options

• Participate in Credit Union initiatives and meet sales/service goals

Qualifications and Expectations

• Strive to exceed personal, departmental, and Credit Union goals

• Communicate clearly and professionally

• Demonstrate strong organization and multitasking abilities

• Produce accurate and timely work results

• Maintain up-to-date knowledge of Credit Union products, services, policies, and procedures

• Flexibility in handling schedule changes, overtime, and travel as needed

• Demonstrate diplomacy and courtesy in internal and external interactions

• Apply and maintain knowledge gained through CCUFC certification to promote financial wellness

Physical Requirements

• Ability to move or transport up to 25 pounds

• Able to remain stationary for 2–4 hours at a time

Work Environment

• Maintain a clean and organized workspace

• Routinely disinfect work surfaces and equipment

• Ensure the confidentiality of member and staff information at all times

Education and Experience

• High school diploma or equivalent required

• One to twelve months of similar or related experience preferred

• Proficient in Microsoft Word, Excel, Outlook

• Experience using or ability to learn Credit Union systems, products, and procedures

• Strong oral and written communication skills

Qualifications

Education

• Required: High School or better

Experience

• Required: Knowledge of, or ability to learn, Credit Union systems, products, services, and procedures

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or otherwise discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees with access to compensation information of others as part of their job functions may not disclose that information unless in compliance with legal obligations. 41 CFR 60-1.35(c)