Call Center Member Services Specialist East Lansi

Michigan State University Federal Credit Union • East Lansing, MI • 1d ago

Description

Position Summary: 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 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. Ensure member security by accurately verifying identity, reporting suspicious activity, and educating members on fraud prevention best practices. Deliver timely and accurate service to members primarily via phone with professionalism, empathy, and urgency. Identify and sell products and services, pro

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