Call Center Member Services Specialist Auburn Hil

$37,440 - $37,440/Yr

Michigan State University - Auburn Hills, MI

Full-time - Entry Level

Remote - Auburn Hills, MI

Educational Services

About the position

The Call Center Member Service Specialist (CCMSS) role at Michigan State University Federal Credit Union is focused on delivering a positive member experience that enhances engagement and satisfaction. This position involves assisting members with their inquiries and requests over the phone, promoting credit union products and services, and ensuring accuracy and efficiency in a fast-paced environment. The CCMSS is also responsible for problem-solving and mitigating risks to both members and the credit union, while adapting to an ever-changing work environment.

Responsibilities

• Handle inbound and outbound member calls to process transactions and complete requests accurately and urgently.
• Mitigate risks by following proper verification processes before completing transactions to eliminate fraud.
• Demonstrate proficiency in credit union products, services, and fintech partners.
• Identify and cross-sell products and services, providing financial education to enhance member experience and achieve sales goals.
• Meet/exceed call center metrics such as calls per hour, schedule adherence, and quality assurance checks.
• Assist in escalated member interactions, taking ownership to de-escalate and resolve concerns.
• Follow established processes and guidelines, adhering to applicable laws and regulations.
• Leverage resources and technologies to enhance member experience.
• Assist members with blocking and reissuing cards as needed.
• Provide basic loan servicing for members.
• Participate in training activities to ensure compliance with credit union policies and regulations.
• Follow safety and security procedures regarding emergency situations.

Requirements

• High school diploma or equivalent required.
• Strong listening skills and ability to maintain composure and professionalism in all situations.
• Proven sales skills with identifiable results.
• Critical thinking and problem-solving skills.
• Effective written and verbal communication skills.
• Ability to assist escalated members and resolve situations.
• Demonstrated resiliency in a changing environment.
• Analytical skills and ability to work independently.
• Interpersonal skills to handle calls under pressure while exhibiting empathy.
• Computer navigation skills, including proficiency with Microsoft Suite products.
• Math and general clerical aptitude.
• Ability to multitask and prioritize effectively.
• Attention to detail and reliability.

Nice-to-haves

• Experience in a call center environment.
• Knowledge of financial products and services.

Benefits

• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within the first year
• Volunteer Time Off & 11 Paid Holidays
• 401(k) with a 2:1 Match
• Tuition Reimbursement
• Up to 12 Weeks of Paid Parental Leave