Job Details

Position: Contact Center Consultant I
Employment Type: Full-Time
Work Type: Hybrid Potential
Location: Michigan, USA
Pay Grade: 5 / Non-Exempt
Reports to: Contact Center Leader

Description
Do you enjoy a fast-paced setting and take pride in delivering exceptional member service? Are you skilled at navigating multiple systems with accuracy and attention to detail? Members First Credit Union is seeking a Contact Center Consultant with experience in a high-volume environment. This role has hybrid potential, must be available to work 8 a.m. – 6 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!

Primary Purpose
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 exceptional service with a first-call resolution approach

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

• Ensure compliance and security in all member interactions

• Available to work 8 a.m. to 6 p.m. M–F and rotating Saturdays; some after-hours for meetings/trainings

• Maintain effective product knowledge and service delivery

• Obtain Certified Credit Union Financial Counselor (CCUFC) certification within the first year

Duties and Responsibilities

• Recommend appropriate Credit Union solutions based on member needs

• Handle inbound calls and assist members with account inquiries, histories, and transactions

• Utilize secure processes to confirm identity and prevent fraud

• Process over-the-phone loan payments via SWBC

• Respond to written member inquiries

• Process check orders, bill pay notifications, and applicable service fees

• Handle follow-up tickets from LSI

• Sell e-gift and travel cards; reload travel cards as needed

• Support all eService platforms (online banking, bill pay, mobile deposits, etc.)

• Troubleshoot debit card issues

• Process cashier's checks, starter checks, and scan/file documents as required

• Participate in monthly coaching sessions

General Sales Expectations

• Apply MX Fundamentals to deepen relationships with members

• Actively participate in promotions and achieve assigned sales/service goals

• Support new member onboarding

• Educate members on products and services to improve financial well-being

• Ensure members are fully served through comprehensive product offerings

Qualifications and Expectations

• Exceed credit union, department, and personal goals

• Communicate clearly and effectively, both in writing and verbally

• Be dependable, team-oriented, and highly organized

• Demonstrate professionalism and accuracy in daily work

• Maintain up-to-date knowledge of MFCU philosophy, policies, products, and procedures

• Show flexibility with hours and location changes as needed

• Display courtesy, tact, and diplomacy in member and team interactions

• Maintain FiCEP certification and apply financial counseling concepts appropriately

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 equipment and work surfaces

• Protect confidential information by securing workstation when unattended

Education and Experience

• Minimum: High school diploma or equivalent

• 1–12 months of similar or related experience

• Experience using a personal computer

• Proficient in Microsoft Word, Excel, and Outlook

• Excellent interpersonal and written communication skills

• Familiarity with, or ability to learn, Credit Union systems, services, and procedures

Qualifications
Education
Required: High School or better

Experience
Required:

• 1–12 months of similar or related experience

• Familiarity with Credit Union systems, products, services, and procedures

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.