Call Center Member Services Specialist - Auburn Hills

MSU Federal Credit Union is dedicated to delivering high-quality service through phone-based member support. The Call Center Member Service Specialist is responsible for addressing financial needs, promoting products, and ensuring member satisfaction while maintaining compliance and security standards.

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, provide personalized financial education to enhance member experience, and achieve individual and departmental goals
• Maintain strong working knowledge of Credit Union offerings and fintech partner solutions to support member financial wellness
• Take ownership of escalated concerns, using sound judgment and de-escalation techniques to resolve complex issues
• Troubleshoot and support member issues related to debit/credit cards, online banking, mobile banking, and digital tools
• Accurately assist with basic loan servicing and other financial requests in compliance with policies and regulations
• Support operational changes by adapting quickly to updated systems, procedures, and technologies
• Ensure compliance with laws, regulations, and internal controls to minimize risk and safeguard member assets
• Participate in training and development opportunities to remain current on Credit Union policies, best practices, and service standards
• Assist members with fraud and dispute resolution, ensuring protection of accounts and building member confidence
• Enable mobile wallet functionality through proper procedures for Visa products
• Understand the Credit Union's policies and procedures to ensure compliance and accountability for managing operational risks. Adhere to established internal controls and procedures to safeguard assets, prevent fraud, and maintain the integrity of credit union operations
• Perform other duties as assigned

Skills

• High school diploma or equivalent required
• Demonstrated ability to provide exceptional member support across a variety of routine inquiries, including account servicing, transaction assistance, and product information, while meeting departmental expectations for quality, efficiency, and member satisfaction
• Active listening skills and the ability to maintain composure and professionalism
• Strong sales skills with identifiable results
• Critical thinking and problem-solving skills
• Effective written and verbal communication skills
• Skills to assist escalated members, de-escalate, and resolve situations
• Demonstrate resiliency in an ever changing environment
• Analytical skills and the ability to work independently
• Interpersonal skills, handling calls under pressure while exhibiting empathy
• Computer navigation skills including the ability to work with Microsoft Suite products
• Math and general clerical aptitude
• Ability to multitask and prioritize
• Attention to detail
• Ability to be reliable and available to help the membership during assigned schedule
• Functional knowledge of Credit Union systems, products, services, and procedures
• Prior customer service experience is preferred

Benefits

• 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
• 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.

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