Description
The Call Center Specialist provides a comprehensive member experience by working with members, primarily over the phone to review their overall financial situation and make product or service recommendations. The position uses sound judgment, professionalism, integrity, accuracy, and expediency in assisting members.
**This position requires the ability to work a hybrid (3 onsite days, 2 remote days) schedule at our East Lansing office. Typical schedule 8:30am-5:00pm or 9:30am-6:00pm, with one closing shift each week 12:00pm-9:15pm. Additionally, one Saturday/month 8:45 a.m. and 5:00 p.m.**
Essential Duties and Responsibilities
Call Center Specialist:
Assist members with a friendly, professional manner and support the Credit Union's mission statement
Follow established procedures to properly verify members' identities over the phone
Educate current and prospective members about Credit Union products and services
Demonstrate adaptability and positivity when faced with complex situations
Analyze, research, and resolve member's concerns and discrepancies
Maintain appropriate availability relevant to skillset
Utilize knowledge, judgment and Credit Union procedures to protect members and the Credit Union from loss
Actively participate in Credit Union initiatives and promotions and achieve assigned goals
Manage time efficiently and take initiative within the department; seek opportunity to develop or enhance knowledge
Actively participate in training activities within the department and with the Learning and Talent Development Department to ensure compliance with Credit Union policies and state and federal regulations and laws
Follow safety and security procedures regarding emergency situations, third party access to secure areas, and communicate suspicious activity to management
Answer questions, address concerns, and problem-solve for members via telephone, eMessage Center, and fax concerning services provided by the Credit Union
Establish relationships with members and seek opportunities to offer products and services
Record detailed notes to document member interactions, complex situations, and transactions
Process member transactions and complete requests with accuracy and a sense of urgency
Perform other duties and assist others, as assigned
Knowledge, Skills, and Abilities Required
High School Diploma or Equivalent required
Effective written and verbal communication skills
Analytical skills and the ability to work independently
Interpersonal skills
Typing skills with emphasis on accuracy
Sales skills
Math and general clerical aptitude
Ability to multitask and prioritize
Attention to detail
Reliability and dependability
Conflict resolution skills
Knowledge of Credit Union systems, products, services, and procedures
Ability to work varied hours between 7:00 a.m. and 9:00 p.m. Monday-Friday and 9:00 a.m. to 3:00 p.m. on Saturdays
Physical Demands and Work Environment
May be required to remain in a stationary position for an extended period of time.
Ability to operate standard office technology, equipment and tools, which may include many hours of computer and phone usage.
Occasionally needs to move about inside of office area
Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure
This position is able to work in hybrid or onsite working arrangements.
Qualifications
Education
High School (required)
Experience
1 - 5 years: Financial Industry Experience (preferred)
1 - 5 years: Customer Service Experience (preferred)
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. 41 CFR 60-1.35(c)
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
