Call Center Member Services Specialist - East Lansing

MSU Federal Credit Union is dedicated to delivering exceptional member service, and they are seeking a Call Center Member Service Specialist to join their team. This role involves providing high-quality phone-based support to members, addressing their financial needs, and promoting products that enhance their financial wellbeing.

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

Company Overview