Position Type: Full-Time
Work Environment: Hybrid
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 for attention to detail? Members First Credit Union is seeking a Contact Center Consultant with experience in high-volume customer service environments. This role offers hybrid potential with a varied schedule to better serve members, working between 7 a.m. – 7 p.m., Monday – 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: Non-Exempt
Reports to: Contact Center Leader
Position Overview
The primary purpose of this position is to assist Members First Credit Union in delivering on its mission: To encourage a better tomorrow. To achieve this mission, the position must deliver on our brand promise: We believe in you. Our promise is to be trustworthy, caring, and enthusiastic to help members succeed. This is accomplished by living out our core values in every service interaction.
Essential Duties
- Provide trustworthy, caring, and enthusiastic service by processing member requests with a first-call resolution approach.
- Collaborate with staff to cross-sell and increase member engagement.
- Ensure security and compliance procedures are followed in all transactions.
- Develop and maintain an effective level of product knowledge.
- Handle member inquiries via phone, email, and chat, assisting with account transactions and product recommendations.
- Be available to work Monday-Friday (7 a.m. – 7 p.m.) with a rotating Saturday shift, including occasional meetings and training outside of normal hours.
- Assist members with over-the-phone loan payments utilizing SWBC to process external financial institution payments.
- Ensure accurate processing of Bill Pay requests, check orders, e-gift and travel cards, and debit card troubleshooting.
- Maintain service and education performance expectations.
- Provide follow-up support for escalated member inquiries that require additional research.
Duties and Responsibilities
The following statements describe the general nature and level of work performed in this position. Additional duties may be assigned to meet business needs.
- Handle high-volume inbound calls, ensuring first-call resolution for member inquiries.
- Identify members’ financial needs and recommend appropriate Credit Union solutions.
- Process member transactions, including balance inquiries, funds transfers, loan payments, and other account requests.
- Assist members with online banking platforms, including mobile check deposits and bill pay services.
- Troubleshoot debit card issues, such as fraud claims and transaction disputes.
- Educate members on the benefits of various MFCU products and services.
- Participate in monthly developmental coaching sessions.
- Follow regulatory guidelines for fraud prevention and data security.
- Scan and file documents as needed.
General Sales Expectations
- Utilize MX Fundamentals to deepen member relationships.
- Build relationships with current and new members by offering products and services that improve their financial well-being.
- Assist with onboarding new members and ensuring they are fully informed about Credit Union services.
- Actively participate in Credit Union initiatives, promotions, and financial service goal achievements.
Qualifications and Expectations
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
- Strive to exceed Credit Union, department, and personal goals.
- Demonstrate excellent listening, oral, and written communication skills.
- Be team-oriented, highly organized, and detail-focused.
- Maintain a professional image and positive attitude in all interactions.
- Possess strong problem-solving skills and the ability to adapt in a fast-paced environment.
- Be flexible in adjusting work hours and locations as needed.
- Exhibit courtesy, tact, and diplomacy when interacting with members and colleagues.
- Have the ability to work overtime, attend meetings, seminars, and travel as needed.
Physical Requirements
- Ability to move or transport up to 25 pounds.
- Ability to remain stationary for 2-4 hours at a time.
Work Environment
- Maintain a neat and orderly work area.
- Routinely clean and disinfect workspaces, including desks, phones, and electronic equipment.
- Protect the confidentiality of member information by securing sensitive materials when away from the workstation.
Education and Experience
- Minimum high school diploma or equivalent required.
- One to twelve months of similar or related experience in a call center or customer service environment preferred.
- Proficiency in Microsoft Word, Excel, and Outlook.
- Knowledge of, or the ability to learn, Credit Union systems, products, services, and procedures.
Qualifications
Education
- Required: High School or equivalent.
Experience
- Preferred: 1 year of Contact Center or related customer service experience.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner 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 who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
