Member Service Representative

Job Description

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 24 branch offices in southeast Michigan. We have over 450 team members, more than 145,000 members, $4 billion in assets, and a 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 thirteen years in a row.

If you have a passion for helping people and providing exceptional and dependable service, we want you on our team!

Information about our comprehensive total rewards package can be found here.

Overview of Responsibilities: Performs a broad range of member sales and service functions to deliver the desired member experience. Focuses on listening to identify member needs by asking questions and offering solutions in order to build loyal member relationships. Works as a productive, cooperative, and engaged team member to serve members and reach individual and branch team goals.

• Member Service Representative: Follows MSGCU's service standards and completes member service responsibilities with focus and understanding in order to ensure accuracy. Member service responsibilities include, but are not limited to: processing loan applications, opening new memberships, opening IRAs, setting-up automated services, and supporting Call Center as needed. Effectively explains ownership options to members; eligibility requirements for membership; and ensures that all paperwork, documentation, and signatures are completed accurately as required.
• Relationships: Exceeds member service expectations and builds trusting relationships with members by being the financial expert and showing a sincere interest in the member and their financial success. Uses Creating Member Loyalty skills to effectively handle member complaints and resolve issues by working with members to identify mutually beneficial solutions.
• Cross-Selling: Uses a consultative approach when serving members, asking high impact questions to identify and meet member perceived and unperceived needs. Listens for member cues and uses in depth knowledge of MSGCU products and services to cross sell and offer solutions for member needs by focusing on the benefits and value to the member. Offers Credit Life, Credit Disability, and GAP when identified in the members' best interest and to protect MSGCU. Generates new business by asking for business and referrals.

Core Competencies:

• Member Focus: Builds strong member relationships (internal/external) by using effective listening skills to gain insight into member needs and identifying opportunities to benefit the member, efficiently resolving problems, and providing superior quality service in a professional, efficient, and courteous manner. Behavior consistently demonstrates engagement with members and commitment to MSGCU initiatives in support of our mission and values.
• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Completes responsibilities with a high level of excellence, professionalism, efficiency, accuracy, and responsibility for outcomes.
• Communicates Effectively: Actively listens, provides timely and helpful information, shares, collaborates and participates in team discussions.
• Instills Trust: Gains the confidence of others by modeling honesty, integrity, authenticity, and behaviors that align with organizational values. Makes responsible choices and exemplifies courage by stepping up to address difficult issues.
• Self-Development: Actively seeks new ways to grow and be challenged using both formal and informal development channels; demonstrates a willingness to step into other areas as requested.

Education and Experience Requirements:

• High school diploma or GED; and
• 1 year of progressively responsible experience within a financial institution to become familiar with the variety of financial products and services and account options available.

Working Conditions:

• Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors.
• Occasionally required to travel throughout MSGCU's service area in order to support other branches as business needs require.
• Exposed to potentially hazardous condition, such as robbery. Receives detailed instructions and procedures to be followed on an annual basis to minimize risk.
• This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 10 pounds.

Compensation and Benefits:

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

• Base hourly pay begins at $18.65 / hour
• Team members in this role are eligible to earn incentives as part of our variable compensation plan
• Medical, dental and vision on your first day! You can choose the most generous Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)
• If you are at least 21 years old, you will receive a 3% contribution from MSGCU, and a 100% match for the next 7% you contribute to your 401(k)
• You will enjoy 12 paid holidays and up to 120 hours of PTO your first year of service (pro-rated based on start date)