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Contact Center Consultant/Call Center

Company: Members First Credit Union
Location: Midland
Posted on: November 16, 2021

Job Description:

CONTACT CENTER CONSULTANT I
Non-Exempt
Reports to: Assistant Contact Center ManagerPosition Overview
The primary purpose of this position is to assist Members First Credit Union to deliver 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 you succeed. You will do this by living out our core values in every service contact to both internal and external members.

  • Trustworthy
    • We deliver excellence through knowledge.
    • We can be depended upon to do the right thing.
    • We believe in exceeding expectations.
    • Caring
      • We are committed to encouragement and the power of positivity.
      • We respect all people, without judgment.
      • We give the best of ourselves when we join together.
      • Enthusiastic
        • We are hardworking, passionate people.
        • We encourage maximizing happiness and fun.
        • We thrive by finding new ways to help.Essential Duties
          • Create opportunities for expanded member relationship by determining the needs for additional product and services and recommend appropriate Credit Union solutions.
          • Handle phone inquiries on member's accounts, statements, histories and process transactions for members as requested.
          • Assist members with all eService platforms, including online banking, bill pay, mobile check deposits, etc.
          • Assist with troubleshooting a variety of debit card issue.
            Duties and ResponsibilitiesThe following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all duties, responsibilities and skills required of this position. Other duties may be assigned to meet business needs.
            • Deliver on the Credit Union' Service Promises in every service situation.
            • Develop and maintain an effective level of product knowledge.
            • Answer calls with a first call resolution purpose.
            • Identify members' financial needs and recommend appropriate Credit Union solutions.
            • Provide service to members that exceeds their expectations.
            • Maintain Sales and Service Performance Expectations.
            • Look for opportunities to increase the efficiency level of the department.
            • Responding to all forms of written inquiries from members.
            • Remind delinquent members that their payments are due.
            • Process member check orders.
            • Process Bill Pay request notifications daily.
            • Assist other departments with clerical duties as required.
            • Collect fees as required for services.
              General Sales Expectations
              • Successfully use effective Sales Champion skills and behaviors.
              • Build relationships with current and new members. Offer products and services that will help improve their financial wellbeing.
              • Assist with the onboarding process that continues to build relationship with new members.
              • Inform members about and explain benefits of MFCU products and services to find the appropriate credit union solution for the member.
              • Make sure members are being fully served.
                Qualifications and ExpectationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the expectations of the person performing this job.
                • Strive to exceed credit union, department, and personal goals.
                • Excellent listening, oral and written communication skills.
                • Team oriented.
                • Highly organized.
                • Produces accurate work results.
                • Communicates effectively with team members to keep them adequately informed.
                • Presents a professional image.
                • Maintains a high level of knowledge of credit union philosophy, products/services, policies and procedures.
                • Ability to work overtime, attend meetings, seminars and travel.
                • Proactively seek opportunities to fulfill the Internal Service Missions of the department and the credit union.
                • Must have flexibility to deal with changing work hours and locations as needed.
                • Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and /or outside the organization generally regarding routine matters for purposes of giving or obtaining information, which may require some discussion.
                  Physical RequirementsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
                  • Ability to lift up to 25 pounds.
                  • Able to sit or stand for 2-4 hours at a time.
                    Work Environment
                    • Must maintain a neat and orderly work area.
                    • Routinely clean and disinfect work areas (i.e. teller stations, desk surfaces, phones, electronic equipment).
                      • Wipe down teller windows and desk surfaces after every Member and Team Member interaction. If limited or no Member interactions, this practice is to be completed a minimum of twice a day.
                      • Wipe down door handles, drive thru canisters, desks, telephones, areas that are often touched by members or team members coming in frequently.
                      • Sanitize shared spaces such as break rooms, whiteboards, and meeting tables after every use.
                      • Protect the confidentiality of credit union staff and members by locking door or removing items from desk/workstation when away.
                        Education and Experience
                        • Minimum high school graduate or equivalent.
                        • Minimum 6 months experience with a financial institution.
                        • Ability to use PC, calculator, and other basic business machines.
                        • Must possess excellent oral and written communication skills
                        • Skills in Microsoft Word, Excel, and Outlook
                          ExperienceRequired
                          • Minimum six months experience at a financial institutionEducationRequired
                            • High School or better

Keywords: Members First Credit Union, Midland , Contact Center Consultant/Call Center, Professions , Midland, Michigan

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