Call Center Specialist - Auburn Hills

A Day in the Life –

The Call Center Specialist/Loan Officer 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. To be successful in this position we ask that you work with sound judgment, professionalism, integrity, accuracy, and expediency in assisting our members. You will also seek opportunities to promote credit union products and services by identifying member needs and communicating opportunities that may most benefit them.

Schedule –

• This position requires working a standard 40 hour week during Call Center hours of operations
  • Monday-Friday 7:00am-9:00pm
  • Saturdays 9:00am-5:00pm
• Schedule remains flexible, but consistent and stable. Most days are worked during normal operating hours (8:30am-6:00pm) with one required evening shift per week.
• Employees work every third Saturday and receive a consistent day off during the week to offset their hours.
• Scheduled hours could change based on business need and future department growth.

Pay & Benefits –

• This position starts at $18.00/hour and includes shift premiums of an additional $2.00/hour for evening/Saturday hours.
• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
• 401(k) with a 2:1 Match
• Tuition Reimbursement
• 12 Weeks of Paid Parental Leave

Work Location – This position is a hybrid role offering the ability to work from home and from our Regional Office in Auburn Hills after initial training is complete. Hybrid schedule currently includes at least 1 day onsite per week. The remaining 4 days can be scheduled from home or onsite.

How You Can Be Successful in the Role –

• Process member transactions via telephone interaction efficiently and accurately while providing exceptional customer service
• Help educate customers on how to Credit Union software/services and provide technical support as needed
• Assist members with a friendly, professional manner and support the Credit Union’s mission statement
• Follow established procedures to verify members' identities properly
• Demonstrate adaptability and positivity when faced with complex situations
• Process Wire Transfers with urgency and attention to detail while following Credit Union procedures to protect members and the Credit Union from loss
• Analyze, research, and resolve member’s concerns and discrepancies
• Utilize knowledge, judgment, and Credit Union procedures to protect members and the Credit Union from loss
• Participate in Credit Union initiatives and promotions and achieve assigned goals
• Provide exceptional customer service while listening for cross-sell opportunities, explain and promote Credit Union products and services to members, complete referrals, and strive to meet individual goals via telephone system
• Answer questions, address concerns, and problem-solve for members via telephone, eMessage Center, and fax concerning services provided by the Credit Union
• Apply sales skills such as; effective listening, identifying needs, expanding and deepening member relationships, responding to verbal and non-verbal cues
• Present solutions through product benefits, establishing methods for follow-up

What Skills You Can Bring to the Role –

• High school diploma or equivalent required
• Effective communication and interpersonal skills
• Analytical skills and the ability to work independently
• Typing skills with emphasis on accuracy
• Math and general clerical aptitude
• Sales skills
• Ability to multitask and prioritize
• Attention to detail
• Knowledge of or the ability to learn Credit Union systems, products, services, and procedures
• Reliability and dependability
• Conflict resolution skills

To learn more about additional growth opportunities, visit www.msufcu.org/training

Physical Demands and Work Environment –

• May be required to remain in a stationary position for an extended period.
• Ability to operate standard office technology, equipment, and tools, including many hours of computer and phone usage
• Occasionally needs to move about inside of office area
• Exposure to a potentially hazardous condition, i.e., robbery. Receives detailed instructions/procedures to maintain and minimize the exposure
• This position is able to work in hybrid or onsite working arrangements.

Experience

• 1 - 5 years: Financial Industry Experience
• 1 - 5 years: Customer Service Experience

Education

• High School or better

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. 41 CFR 60-1.35(c)