Call Center Member Services Specialist - East Lansing
About the position
The Call Center Member Service Specialist (CCMS) plays a crucial role in providing a comprehensive member experience primarily through phone interactions. This position involves reviewing members' financial situations, making product recommendations, and promoting credit union services while achieving sales goals. The role requires professionalism, sound judgment, and the ability to work flexible hours, including evenings and weekends, to meet the needs of the credit union's operations.
Responsibilities
• Handle inbound and outbound member calls to process transactions accurately and urgently.
,
• Mitigate risks by following proper verification procedures before completing transactions.
,
• Demonstrate proficiency in credit union products and services, and identify cross-selling opportunities.
,
• Meet and exceed call center metrics such as calls per hour and quality assurance checks.
,
• Assist members with technical difficulties and provide basic loan servicing.
,
• Participate in training activities to ensure compliance with policies and regulations.
,
• Follow safety and security procedures regarding emergency situations.
Requirements
• High school diploma or equivalent required.
,
• Strong listening skills and the ability to maintain composure under pressure.
,
• Proven sales skills with identifiable results.
,
• Critical thinking and problem-solving skills.
,
• Effective written and verbal communication skills.
,
• Ability to multitask and prioritize effectively.
,
• Functional knowledge of credit union systems and procedures.
Nice-to-haves
• Experience in sales or customer service roles.
,
• Familiarity with Microsoft Suite products.
,
• Analytical skills and the ability to work independently.
Benefits
• 401(k) matching
,
• Dental insurance
,
• Disability insurance
,
• Paid holidays
,
• Paid parental leave
,
• Paid time off
,
• Tuition reimbursement
,
• Volunteer Time Off
Apply Now
The Call Center Member Service Specialist (CCMS) plays a crucial role in providing a comprehensive member experience primarily through phone interactions. This position involves reviewing members' financial situations, making product recommendations, and promoting credit union services while achieving sales goals. The role requires professionalism, sound judgment, and the ability to work flexible hours, including evenings and weekends, to meet the needs of the credit union's operations.
Responsibilities
• Handle inbound and outbound member calls to process transactions accurately and urgently.
,
• Mitigate risks by following proper verification procedures before completing transactions.
,
• Demonstrate proficiency in credit union products and services, and identify cross-selling opportunities.
,
• Meet and exceed call center metrics such as calls per hour and quality assurance checks.
,
• Assist members with technical difficulties and provide basic loan servicing.
,
• Participate in training activities to ensure compliance with policies and regulations.
,
• Follow safety and security procedures regarding emergency situations.
Requirements
• High school diploma or equivalent required.
,
• Strong listening skills and the ability to maintain composure under pressure.
,
• Proven sales skills with identifiable results.
,
• Critical thinking and problem-solving skills.
,
• Effective written and verbal communication skills.
,
• Ability to multitask and prioritize effectively.
,
• Functional knowledge of credit union systems and procedures.
Nice-to-haves
• Experience in sales or customer service roles.
,
• Familiarity with Microsoft Suite products.
,
• Analytical skills and the ability to work independently.
Benefits
• 401(k) matching
,
• Dental insurance
,
• Disability insurance
,
• Paid holidays
,
• Paid parental leave
,
• Paid time off
,
• Tuition reimbursement
,
• Volunteer Time Off
Apply Now