Call Center Member Services Specialist - Auburn Hills

About the position

The Call Center Member Service Specialist (CCMS) plays a crucial role in providing a comprehensive member experience primarily through phone interactions. This position involves reviewing members' financial situations, making product recommendations, and promoting credit union services while achieving sales goals. The role requires professionalism, sound judgment, and the ability to work flexible hours, including evenings and weekends, to meet the needs of the credit union's operations.

Responsibilities

• Handle inbound and outbound member calls to process transactions and complete requests accurately and urgently.
• Mitigate risks to members by following proper verification procedures before completing transactions.
• Demonstrate proficiency in product knowledge for Credit Union products and services.
• Identify and cross-sell products and services, providing financial education to enhance member experience.
• Meet and exceed Call Center metrics such as calls per hour and quality assurance checks.
• Handle escalated member interactions, taking ownership to de-escalate and resolve concerns.
• Follow established processes and guidelines, adhering to applicable laws and regulations.
• Assist members with blocking and reissuing cards as needed and troubleshoot technical difficulties.
• Provide basic loan servicing for members and participate in training activities to ensure compliance with policies.
• Follow safety and security procedures regarding emergency situations.

Requirements

• High school diploma or equivalent required.
• Strong listening skills and the ability to maintain composure and professionalism in all situations.
• Demonstrated strong 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.
• Resiliency in an ever-changing environment.
• Analytical skills and the 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 with attention to detail.

Nice-to-haves

• Experience in sales or customer service roles.
• Familiarity with Credit Union systems, products, services, and procedures.

Benefits

• 401(k) matching
• Dental insurance
• Disability insurance
• Paid holidays
• Paid parental leave
• Paid time off
• Tuition reimbursement
• Volunteer Time Off