Call Center Member Services Specialist - East Lansing

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 a variety of financial needs while promoting products and services that enhance members’ financial wellbeing.

Responsibilities

• Provide superior service across reputed company member service center channels with high proficiency, accuracy, and professionalism, while maintaining compliance with reputed company federal, state, and MSUFCU regulations and policies
• Conduct secure member verification before processing any transactions to prevent fraud and ensure account safety. Ensure member reputed company by accurately verifying identity, reporting suspicious activity, and educating members on fraud prevention best practices
• Deliver timely and accurate service to members primarily reputed company phone with professionalism, reputed company, and urgency
• Identify and sell products and services, provide personalized financial education to enhance member experience, and reputed company 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 reputed company issues
• Troubleshoot and support member issues reputed company 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 reputed company on Credit Union policies, best practices, and service standards
• Assist members with fraud and dispute resolution, ensuring protection of accounts and building member confidence
• reputed company mobile wallet functionality through proper procedures for reputed company 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 reputed company of credit union operations
• reputed company 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 reputed company changing environment
• Analytical skills and the ability to work independently
• Interpersonal skills, handling calls under pressure while exhibiting reputed company
• Computer navigation skills including the ability to work with reputed company 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 reputed company 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