Job Details

Position Type: Full-Time
Work Environment: Hybrid
Location: Wackerly Branch, Midland, MI 48640, USA (plus additional locations)

Job Details

Do you thrive in providing exceptional member service in a fast-paced environment? Do you excel at multi-tasking on multiple systems with a keen eye for detail? Members First Credit Union is seeking a Contact Center Consultant I with experience in a high-volume environment. This role offers hybrid potential and flexible scheduling within 8 a.m. – 6 p.m. Monday through Friday, with 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: Pay 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 to 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

• “We empower people in their journey of wellbeing.”

• Provide outstanding service and first-call resolution to members in a high-volume, inbound contact center.

• Collaborate with staff to cross-sell and increase member wallet share.

• Follow security and compliance procedures with every transaction.

• Maintain product knowledge to effectively serve and educate members.

• Hybrid availability contingent on meeting performance expectations.

• Must be available to work 8 a.m. to 6 p.m. M-F, rotating Saturdays, and some after-hours meetings or trainings.

• Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation within the first year of employment.

Duties and Responsibilities

• Respond to member inquiries about accounts, statements, and transaction history.

• Process transactions and payments via phone, including SWBC loan payments.

• Respond to written communications and resolve member concerns.

• Assist with eService platforms like online banking, mobile deposit, and debit card troubleshooting.

• Sell and reload e-gift and travel cards.

• Provide prompt, secure identification and fraud prevention questioning.

• Follow up on unresolved member requests escalated from third-party support (e.g., LSI).

• Complete administrative tasks including mail processing, scanning, and document handling.

General Sales Expectations

• Use MX Fundamentals to enhance member relationships.

• Proactively educate members on Credit Union products and services.

• Support new member onboarding to build lasting relationships.

• Participate in promotions and achieve sales/service goals.

Qualifications and Expectations

• Strive to exceed individual, departmental, and Credit Union goals.

• Communicate effectively—both written and verbal.

• Be highly organized and detail-oriented.

• Work collaboratively in a team environment.

• Maintain confidentiality and professionalism at all times.

• Demonstrate initiative and flexibility with scheduling or workplace demands.

• Apply financial wellness principles through FiCEP/CCUFC certification.

Physical Requirements

• Move or transport up to 25 pounds.

• Remain stationary for 2–4 hours at a time.

Work Environment

• Maintain a clean, organized work area.

• Regularly disinfect surfaces and equipment.

• Protect confidential information when away from your desk.

Education and Experience

• High school diploma or equivalent required.

• 1–12 months of similar or related experience preferred.

• Proficient in Microsoft Word, Excel, and Outlook.

• Experience operating a personal computer.

• Knowledge of—or ability to learn—Credit Union systems, products, and procedures.

Qualifications

Education

• Required: High School or better

Experience

• Preferred:

  • 1–12 months of related experience

  • Working knowledge of Credit Union systems and services

Equal Opportunity Employer

Protected Veterans / Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.