Call Center Member Services Specialist - East Lansing

Call Center Member Services Specialist - East Lansing

The Call Center Member Service Specialist (CCMSS) is a key contributor to the Credit Union's mission by delivering high-quality service through phone-based member support. This role is responsible for addressing a variety of financial needs with accuracy, professionalism, and urgency while identifying opportunities to promote products and services that improve members' financial wellbeing. CCMSS must demonstrate effective communication, strong problem-solving abilities, and a commitment to member satisfaction. While navigating complex inquiries, they maintain a high level of security, uphold compliance standards, and take ownership of resolution. Adaptability in a fast-paced, evolving environment is essential, along with alignment to the Credit Union's Mission, Core Values, and Call Center Commitment Statements.

A Day in the Life: The Call Center Member Service Specialist (CCMS) 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. The position requires the ability to achieve identified sales goals. CCMSS need to be available during the span of credit union hours of operation including opening, closing, and holiday Call Center hours. Hours could change based on business need.

Schedule: This position requires working a standard 40-hour week during Call Center hours of operations Monday-Friday 7:00am-9:00pm and 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, 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 1:1 Match, Tuition Reimbursement, Up to 12 Weeks of Paid Parental Leave.

Work Location: This position is a hybrid role offering the ability to work from home and from our Headquarters 2 building in East Lansing after initial training is complete. Hybrid schedule currently includes at least 1 day onsite per week. The remaining 4 days can be scheduled remote from home or onsite. An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (hybrid) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment.

Essential Duties & Responsibilities: Provide superior service across all member service center channels with high proficiency, accuracy, and professionalism, while maintaining compliance with all federal, state, and MSUFCU regulations and policies. Conduct secure member verification before processing any transactions to prevent fraud and ensure account safety. Deliver timely and accurate service to members primarily via phone with professionalism, empathy, and urgency. Identify and sell products and services, provide personalized financial education to enhance member experience, and achieve individual and departmental goals. Maintain strong working knowledge of Credit Union offerings and fintech partner solutions to support member financial wellness. Take ownership of escalated concerns, using sound judgment and de-escalation techniques to resolve complex issues. Troubleshoot and support member issues related to debit/credit cards, online banking, mobile banking, and digital tools. Accurately assist with basic loan servicing and other financial requests in compliance with policies and regulations. Support operational changes by adapting quickly to updated systems, procedures, and technologies. Ensure compliance with laws, regulations, and internal controls to minimize risk and safeguard member assets. Participate in training and development opportunities to remain current on Credit Union policies, best practices, and service standards. Assist members with fraud and dispute resolution, ensuring protection of accounts and building member confidence. Enable mobile wallet functionality through proper procedures for Visa products. Understand the Credit Union's policies and procedures to ensure compliance and accountability for managing operational risks. Adhere to established internal controls and procedures to safeguard assets, prevent fraud, and maintain the integrity of credit union operations. Perform other duties as assigned.

Knowledge, Skills, and Abilities Required: High school diploma or equivalent required. Prior customer service experience is preferred. Demonstrated ability to provide exceptional member support across a variety of routine inquiries, including account servicing, transaction assistance, and product information, while meeting departmental expectations for quality, efficiency, and member satisfaction. Active listening skills and the ability to maintain composure and professionalism. Strong sales skills with identifiable results. Critical thinking and problem-solving skills. Effective written and verbal communication skills. Skills to assist escalated members, de-escalate, and resolve situations. Demonstrate resiliency in an ever changing environment. Analytical skills and the ability to work independently. Interpersonal skills, handling calls under pressure while exhibiting empathy. Computer navigation skills including the ability to work with Microsoft Suite products. Math and general clerical aptitude. Ability to multitask and prioritize. Attention to detail. Ability to be reliable and available to help the membership during assigned schedule. Functional knowledge of Credit Union systems, products, services, and procedures.

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.

Disclaimer: Please note this job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and MSU Federal Credit Union reserves the right to change this position description and/or assign tasks for the employee to perform, as MSUFCU may deem appropriate. MSUFCU is an affirmative-action, equal-opportunity employer. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.