Part-Time Call Center Representative

Call Center Representative

Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for 70 years and welcomes everyone in Michigan to bank with us. We are financial champions committed to helping our members achieve financial success by rallying behind them and their goals. As the sixth largest Credit Union in Michigan, MSGCU has 22 branch offices in southeast Michigansoon to be 23! We have over 450 team members, more than 150,000 members, $3.9 billion in assets, and an average 97% member satisfaction rating for two decades. We are a caring organization that strives to ensure an equitable and inclusive culture where everyone is valued and respected. With regular coaching and continuing education, we grow champions team members dedicated to championing the success of our members. Our commitment to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press 12 years in a row. If you have a passion for helping people and providing exceptional and dependable service, we want you on our team!

Call Center Representatives will work an average of 29 hours per week during our call center hours : Monday-Wednesday 8am-5pm, Thursday 8am-6pm, Friday 8am-7pm, and Saturday 8am-1pm.

Overview of Responsibilities

Delivers the desired member experience by providing high quality service via telephone and e-mail across member service, lending, and digital service queues. Uses active listening skills to identify and address / resolve member needs and cross sell products and services to deepen member relationships. Works as a productive, cooperative, and engaged team member to serve members and reach individual and Call Center team goals.

Member Service

Consults with members to explain financial services, resolve inquiries, and provide information on MSGCU's services, eligibility requirements, and account options. Performs a variety of member service tasks, including accurately processing account transfers, setting up automated services, assisting with account updates, processing loan payments, ordering debit / credit cards, and following up on fraud and dispute claims as needed to ensure member satisfaction.

Troubleshooting and De-escalation

Reviews account data to understand and resolve members concerns. Maintains calm and professional communication to de-escalate situations and ensure members concerns are addressed. Troubleshoots online banking, mobile app, and other digital services to deliver an exceptional member experience.

Consumer Lending

Collects and inputs required information for loan applications and ensures all accompanying notes and details are documented. Notates member closing preferences and provides direction to members regarding required documentation needed to complete the closing process.

Cross-Selling

Actively listens for cues during member interactions to identify potential needs and provide recommendations on products or services that align with their financial goals. Contributes to the achievement of department sales goals by deepening member relationships and promoting relevant solutions and opportunities to enhance the members financial success.

Core Competencies

• Member Focus : Builds strong member relationships (internal / external) by using active listening skills to gain insight into member needs, identifying opportunities to benefit the member, efficiently resolving problems, and providing superior quality service. Behavior consistently demonstrates engagement with members and commitment to MSGCU initiatives.
• Action Oriented : Takes on new opportunities and tough challenges with a sense of urgency and enthusiasm.
• Communicates Effectively : Develops and delivers communications (verbal, including via phone, and written) that convey a clear understanding of the unique needs of different audiences.
• Instills Trust : Gains the confidence of others by modeling honesty, integrity, authenticity, and behaviors that align with organizational values. Exemplifies courage by stepping up to address difficult issues.
• Self-Development : Actively seeks new ways to grow and be challenged using formal and informal development channels.

Education and Experience Requirements

Working Conditions

Compensation and Benefits

Competitive salaries are just the starting point for MSGCU team members. We also champion our team members with generous health benefits, vacation time, retirement plan contributions and discounts on loans and phone service also come with the job.