OUCU
Call Center Member Services Specialist - East Lansing
OUCU, East Lansing, Michigan, United States, 48823
A Day in the Life
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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
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This position requires working a standard 40 hour week during Call Center hours of operationsMonday-Friday 7:00am-9:00pmSaturdays 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
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This position starts at $18.00/hour and includes shift premiums of an additional $2.00/hour for evening/Saturday hours.100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability PremiumsUp to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays401(k) with a 2:1 MatchTuition ReimbursementUp to 12 Weeks of Paid Parental LeaveWork 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 Unionand affiliatesis contingent upon the agreed work arrangement (onsite/hybrid/remote) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangementsor allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment.
How You Can Be Successful in the Role
–
Handle inbound and outbound member calls to process member transactions, completing requests with accuracy and sense of urgencyMitigate risks to members and credit union by following proper verification prior to completing member transactions; Eliminate risk due to fraudDemonstrate proficiency in product knowledge for Credit Union products, services, and fintech partnersIdentify and cross sell products and services, providing financial education that enhances each member’s experience including achieving sales goals as identified for positionWork to meet/exceed Call Center metrics such as calls per hour, time available, schedule adherence, and quality assurance checks.Share knowledge, encouraging others to reach sales goals and assist peers with learning new skillsHandle escalated member interactions by taking ownership with appropriate action to de-escalate and resolve concernFollowestablished processes and guidelines in daily activities, adhering to all applicable laws and regulations, adapting to new information, technology platforms, handling ambiguity and adapting to changeLeverage appropriate resources, technologies, and processes to enhance the member’s experienceEffectively assist members with blocking and reissuing cards as neededAbility to troubleshoot member technical difficultiesProvide basic loan servicing for the membersAbility to perform consistently within established performance metricsParticipate in training activities within the department and with the Learning and Development Department to ensure compliance with Credit Union policies and state and federal regulations and lawsFollow safety and security procedures regarding emergency situations, third party access to secure areas, and communicate suspicious activity to managementWhat Skills You Can Bring to the Role
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High school diploma or equivalent requiredDemonstrate strong listening skills with every situationmaintaining composure and professionalismStrong sales skills with identifiable resultsCritical thinking and problem solving skillsEffective written and verbal communication skillsSkills to assist escalated members, de-escalate and resolve situationsDemonstrate resiliency in an ever changing environmentAnalytical skills and the ability to work independentlyInterpersonal skills, handling calls under pressure while exhibiting empathyComputer navigation skills including the ability to work with Microsoft Suite productsMath and general clerical aptitudeAbility to multitask and prioritizeAttention to detailAbility to be reliable and available to help the membership during assigned scheduleFunctional knowledge of Credit Union systems, products, services, and proceduresTo learn more about additional growth opportunities, visit www.msufcu.org/training
Physical Demands and Work Environment
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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 usageOccasionally needs to move about inside of office areaExposure 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:
The above statements are intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be constructed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the rights of any supervisor to assign, direct, and control the work of employees under his or her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of similar kind of level of difficulty. MSU Federal Credit Union is an affirmative-action, equal-opportunity employer. Reasonable accommodations may be made for individuals with disabilities to enable them to perform the essential functions of the position.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
–
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 operationsMonday-Friday 7:00am-9:00pmSaturdays 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 and includes shift premiums of an additional $2.00/hour for evening/Saturday hours.100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability PremiumsUp to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays401(k) with a 2:1 MatchTuition ReimbursementUp to 12 Weeks of Paid Parental LeaveWork 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 Unionand affiliatesis contingent upon the agreed work arrangement (onsite/hybrid/remote) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangementsor allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment.
How You Can Be Successful in the Role
–
Handle inbound and outbound member calls to process member transactions, completing requests with accuracy and sense of urgencyMitigate risks to members and credit union by following proper verification prior to completing member transactions; Eliminate risk due to fraudDemonstrate proficiency in product knowledge for Credit Union products, services, and fintech partnersIdentify and cross sell products and services, providing financial education that enhances each member’s experience including achieving sales goals as identified for positionWork to meet/exceed Call Center metrics such as calls per hour, time available, schedule adherence, and quality assurance checks.Share knowledge, encouraging others to reach sales goals and assist peers with learning new skillsHandle escalated member interactions by taking ownership with appropriate action to de-escalate and resolve concernFollowestablished processes and guidelines in daily activities, adhering to all applicable laws and regulations, adapting to new information, technology platforms, handling ambiguity and adapting to changeLeverage appropriate resources, technologies, and processes to enhance the member’s experienceEffectively assist members with blocking and reissuing cards as neededAbility to troubleshoot member technical difficultiesProvide basic loan servicing for the membersAbility to perform consistently within established performance metricsParticipate in training activities within the department and with the Learning and Development Department to ensure compliance with Credit Union policies and state and federal regulations and lawsFollow safety and security procedures regarding emergency situations, third party access to secure areas, and communicate suspicious activity to managementWhat Skills You Can Bring to the Role
–
High school diploma or equivalent requiredDemonstrate strong listening skills with every situationmaintaining composure and professionalismStrong sales skills with identifiable resultsCritical thinking and problem solving skillsEffective written and verbal communication skillsSkills to assist escalated members, de-escalate and resolve situationsDemonstrate resiliency in an ever changing environmentAnalytical skills and the ability to work independentlyInterpersonal skills, handling calls under pressure while exhibiting empathyComputer navigation skills including the ability to work with Microsoft Suite productsMath and general clerical aptitudeAbility to multitask and prioritizeAttention to detailAbility to be reliable and available to help the membership during assigned scheduleFunctional knowledge of Credit Union systems, products, services, and proceduresTo learn more about additional growth opportunities, visit www.msufcu.org/training
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 usageOccasionally needs to move about inside of office areaExposure 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:
The above statements are intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be constructed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the rights of any supervisor to assign, direct, and control the work of employees under his or her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of similar kind of level of difficulty. MSU Federal Credit Union is an affirmative-action, equal-opportunity employer. Reasonable accommodations may be made for individuals with disabilities to enable them to perform the essential functions of the position.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)