Michigan State University Federal Credit Union
Call Center Member Services Specialist - East Lansing
Michigan State University Federal Credit Union, East Lansing, Michigan, United States, 48823
Call Center Member Services Specialist - East Lansing
Parental leave, paid holidays, tuition reimbursement, 401(k), remote work.
Position Summary The Call Center Member Service Specialist (CCMSS) is responsible for providing a positive member experience that leads to increased member engagement and satisfaction with the Credit Union. The role assists members in a friendly and professional manner, introduces new products and services while completing requests over the phone, and solves problems to find optimal solutions for members while mitigating risk to the credit union. The CCMSS works with accuracy and efficiency in a fast‑paced environment, exhibiting resiliency in an ever‑changing environment.
A Day in the Life The CCMSS provides a comprehensive member experience by working primarily over the phone to review members’ financial situations, make product or service recommendations, promote credit union products and services, and achieve sales goals. The role requires sound judgment, professionalism, integrity, accuracy, and expediency, and involves working during the credit union’s operating hours, including holidays. Hours can change based on business needs.
Schedule
Standard 40‑hour week during Call Center hours of operations.
Monday‑Friday: 7:00 am–9:00 pm.
Saturdays: 9:00 am–5:00 pm.
Flexible but consistent schedule; most days during normal operating hours (8:30 am–6:00 pm) with one required evening shift per week.
Employees work every third Saturday and receive a consistent weekday off to offset hours.
Scheduled hours may change based on business need and future department growth.
Pay & Benefits
Start at $18.00 per hour.
100% Company‑Paid Health, Dental, Vision, Life, and Long‑Term Disability premiums.
Up to 26 days of PTO within the first year, plus Volunteer Time Off and 11 paid holidays.
401(k) with a 1:1 match.
Tuition reimbursement.
Up to 12 weeks of paid parental leave.
Work Location This is a hybrid role with the ability to work from home and from the Headquarters Building 2 in East Lansing after initial training. The hybrid schedule currently requires at least one day onsite per week; the remaining four days can be scheduled remote or onsite. Employment is contingent upon the agreed hybrid work arrangement and location. The Credit Union may or may not accommodate changes to work arrangements or location outside the city or state of residency.
Essential Duties & Responsibilities
Handle inbound and outbound member calls to process member transactions with accuracy and urgency.
Mitigate risks to members and the credit union by following proper verification and eliminating fraud risk.
Demonstrate proficiency in product knowledge for Credit Union products, services, and fintech partners.
Identify and cross‑sell products and services, providing financial education and achieving sales goals.
Meet or exceed Call Center metrics such as calls per hour, time available, schedule adherence, and quality assurance checks.
Share knowledge, encourage peers to reach sales goals, and assist with learning new skills.
Handle escalated member interactions, taking ownership to de‑escalate and resolve concerns.
Follow established processes and guidelines, adhering to all applicable laws and regulations, adapting to new information, technology platforms, and ambiguity.
Leverage resources, technologies, and processes to enhance the member experience.
Assist members with blocking and reissuing cards as needed.
Troubleshoot member technical difficulties.
Provide basic loan servicing for members.
Operate consistently within established performance metrics.
Participate in training activities within the department and with the Learning and Development Department to ensure compliance with Credit Union policies, state, and federal regulations and laws.
Follow safety and security procedures regarding emergency situations, third‑party access to secure areas, and communicate suspicious activity to management.
Knowledge, Skills, and Abilities Required
High school diploma or equivalent required.
Strong listening skills, maintaining composure and professionalism in every situation.
Strong sales skills with measurable results.
Critical thinking and problem‑solving skills.
Effective written and verbal communication skills.
Skills to assist escalated members, de‑escalate, and resolve situations.
Demonstrate resilience in an ever‑changing environment.
Analytical skills and ability to work independently.
Interpersonal skills, handling calls under pressure while exhibiting empathy.
Computer navigation skills, including Microsoft Suite products.
Mathematical and general clerical aptitude.
Ability to multitask and prioritize.
Attention to detail.
Reliability and availability to help the membership during the assigned schedule.
Functional knowledge of Credit Union systems, products, services, and procedures.
To learn more about additional growth opportunities, visit
www.msufcu.org/training .
Physical Demands and Work Environment
May be required to remain stationary for extended periods.
Ability to operate standard office technology, equipment, and tools, including many hours of computer and phone usage.
Occasionally need to move around inside the office area.
Exposure to potentially hazardous conditions, such as robbery, with procedures to minimize risk.
Position can be worked in hybrid or onsite arrangements.
Disclaimer
This job description is not exhaustive; additional functions and requirements may be assigned by supervisors as deemed appropriate.
This document does not represent a contract of employment and the Credit Union reserves the right to change the position description or assign tasks as it sees fit.
Equal Opportunity
MSUFCU is an affirmative‑action, equal‑opportunity employer.
Based on individual merit and legal requirements, all hiring decisions and promotions are made without regard to race, color, religion, gender, sexual orientation, genetic information, old-age status, marital status, national origin, disability, or other protected status.
To perform this job successfully, a candidate must be able to perform each essential job duty satisfactorily. Reasonable accommodations are available to qualified individuals with disabilities.
All applicants are notified of their rights pursuant to federal employment laws. For more information, review the Know Your Rights notice from the Department of Labor.
Qualifications Education: High School (required).
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Position Summary The Call Center Member Service Specialist (CCMSS) is responsible for providing a positive member experience that leads to increased member engagement and satisfaction with the Credit Union. The role assists members in a friendly and professional manner, introduces new products and services while completing requests over the phone, and solves problems to find optimal solutions for members while mitigating risk to the credit union. The CCMSS works with accuracy and efficiency in a fast‑paced environment, exhibiting resiliency in an ever‑changing environment.
A Day in the Life The CCMSS provides a comprehensive member experience by working primarily over the phone to review members’ financial situations, make product or service recommendations, promote credit union products and services, and achieve sales goals. The role requires sound judgment, professionalism, integrity, accuracy, and expediency, and involves working during the credit union’s operating hours, including holidays. Hours can change based on business needs.
Schedule
Standard 40‑hour week during Call Center hours of operations.
Monday‑Friday: 7:00 am–9:00 pm.
Saturdays: 9:00 am–5:00 pm.
Flexible but consistent schedule; most days during normal operating hours (8:30 am–6:00 pm) with one required evening shift per week.
Employees work every third Saturday and receive a consistent weekday off to offset hours.
Scheduled hours may change based on business need and future department growth.
Pay & Benefits
Start at $18.00 per hour.
100% Company‑Paid Health, Dental, Vision, Life, and Long‑Term Disability premiums.
Up to 26 days of PTO within the first year, plus Volunteer Time Off and 11 paid holidays.
401(k) with a 1:1 match.
Tuition reimbursement.
Up to 12 weeks of paid parental leave.
Work Location This is a hybrid role with the ability to work from home and from the Headquarters Building 2 in East Lansing after initial training. The hybrid schedule currently requires at least one day onsite per week; the remaining four days can be scheduled remote or onsite. Employment is contingent upon the agreed hybrid work arrangement and location. The Credit Union may or may not accommodate changes to work arrangements or location outside the city or state of residency.
Essential Duties & Responsibilities
Handle inbound and outbound member calls to process member transactions with accuracy and urgency.
Mitigate risks to members and the credit union by following proper verification and eliminating fraud risk.
Demonstrate proficiency in product knowledge for Credit Union products, services, and fintech partners.
Identify and cross‑sell products and services, providing financial education and achieving sales goals.
Meet or exceed Call Center metrics such as calls per hour, time available, schedule adherence, and quality assurance checks.
Share knowledge, encourage peers to reach sales goals, and assist with learning new skills.
Handle escalated member interactions, taking ownership to de‑escalate and resolve concerns.
Follow established processes and guidelines, adhering to all applicable laws and regulations, adapting to new information, technology platforms, and ambiguity.
Leverage resources, technologies, and processes to enhance the member experience.
Assist members with blocking and reissuing cards as needed.
Troubleshoot member technical difficulties.
Provide basic loan servicing for members.
Operate consistently within established performance metrics.
Participate in training activities within the department and with the Learning and Development Department to ensure compliance with Credit Union policies, state, and federal regulations and laws.
Follow safety and security procedures regarding emergency situations, third‑party access to secure areas, and communicate suspicious activity to management.
Knowledge, Skills, and Abilities Required
High school diploma or equivalent required.
Strong listening skills, maintaining composure and professionalism in every situation.
Strong sales skills with measurable results.
Critical thinking and problem‑solving skills.
Effective written and verbal communication skills.
Skills to assist escalated members, de‑escalate, and resolve situations.
Demonstrate resilience in an ever‑changing environment.
Analytical skills and ability to work independently.
Interpersonal skills, handling calls under pressure while exhibiting empathy.
Computer navigation skills, including Microsoft Suite products.
Mathematical and general clerical aptitude.
Ability to multitask and prioritize.
Attention to detail.
Reliability and availability to help the membership during the assigned schedule.
Functional knowledge of Credit Union systems, products, services, and procedures.
To learn more about additional growth opportunities, visit
www.msufcu.org/training .
Physical Demands and Work Environment
May be required to remain stationary for extended periods.
Ability to operate standard office technology, equipment, and tools, including many hours of computer and phone usage.
Occasionally need to move around inside the office area.
Exposure to potentially hazardous conditions, such as robbery, with procedures to minimize risk.
Position can be worked in hybrid or onsite arrangements.
Disclaimer
This job description is not exhaustive; additional functions and requirements may be assigned by supervisors as deemed appropriate.
This document does not represent a contract of employment and the Credit Union reserves the right to change the position description or assign tasks as it sees fit.
Equal Opportunity
MSUFCU is an affirmative‑action, equal‑opportunity employer.
Based on individual merit and legal requirements, all hiring decisions and promotions are made without regard to race, color, religion, gender, sexual orientation, genetic information, old-age status, marital status, national origin, disability, or other protected status.
To perform this job successfully, a candidate must be able to perform each essential job duty satisfactorily. Reasonable accommodations are available to qualified individuals with disabilities.
All applicants are notified of their rights pursuant to federal employment laws. For more information, review the Know Your Rights notice from the Department of Labor.
Qualifications Education: High School (required).
#J-18808-Ljbffr