Job Information
Members First Credit Union Contact Center Consultant I in Midland, Michigan
Position Type: Full-Time Work Environment: Hybrid Location: Wackerly Branch, Midland, MI 48640, USA
Job Details
Do you thrive in providing exceptional member service in a fast-paced environment? Do you excel at multi-tasking with a keen eye for attention to detail? Members First Credit Union is seeking a Contact Center Consultant with experience in high-volume customer service environments. This role offers hybrid potential with a varied schedule to better serve members, working between 7 a.m. -- 7 p.m., Monday -- Friday, with a rotating Saturday shift.
We strive to create an atmosphere of belonging with no judgment, just opportunity. We are interconnected to each other, and when we embrace our true authentic selves, we are stronger. We will empower you to be the best version of yourself while helping you to flourish in work and life. Come join us to help create thriving communities!
Position: Contact Center Consultant I Employment Status: Non-Exempt Reports to: Contact Center Leader
Position Overview
The primary purpose of this position is to assist Members First Credit Union in delivering on its mission: To encourage a better tomorrow. To achieve this mission, the position must deliver on our brand promise: We believe in you. Our promise is to be trustworthy, caring, and enthusiastic to help members succeed. This is accomplished by living out our core values in every service interaction.
Essential Duties
- Provide trustworthy, caring, and enthusiastic service by processing member requests with a first-call resolution approach.
- Collaborate with staff to cross-sell and increase member engagement.
- Ensure security and compliance procedures are followed in all transactions.
- Develop and maintain an effective level of product knowledge.
- Handle member inquiries via phone, email, and chat, assisting with account transactions and product recommendations.
- Be available to work Monday-Friday (7 a.m. -- 7 p.m.) with a rotating Saturday shift, including occasional meetings and training outside of normal hours.
- Assist members with over-the-phone loan payments utilizing SWBC to process external financial institution payments.
- Ensure accurate processing of Bill Pay requests, check orders, e-gift and travel cards, and debit card troubleshooting.
- Maintain service and education performance expectations.
- Provide follow-up support for escalated member inquiries that require additional research.
Duties and Responsibilities
The following statements describe the general nature and level of work performed in this position. Additional duties may be assigned to meet business needs.
Handle high-volume inbound calls, ensuring first-call resolution for member inquiries.
Identify members' financial needs and recommend appropriate Credit Union solutions.
Process member transactions, including balance inquiries, funds transfers, loan payments, and other account requests.
Assist members with online banking platforms, including mobile check deposits and bill pay services.
Troubleshoot debit card issues, such as fraud claims and transaction disputes.
Educate members on the benefits of various MFCU products and services.
Participate in monthly developmental coaching sessions.
Follow regulatory guidelines for fraud prevention and data security.
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