Full-Time Member Service Representative (Member Contact Center)
Company: Community Financial Credit Union
Posted on: January 15, 2021
Be a part of One Team One Mission! Would you like to be part of an
organization that believes in being passionate about what you
Do you want the ability to be involved in the community you work in
and spending time involved with numerous charitable
Join the CFCU family where we put our members and team members
Our Total Rewards package includes medical, dental, and vision with
a generous time-off package, matching 401 (k), and paid time off to
do volunteer work.
A Day in the Life
The Member Service Representative I primary responsibility is to
answer inbound telephone calls and deliver a consistent,
exceptional member experience. A MSR I will process transactions
timely, provide solutions and perform various operational
This is a full or part-time position Monday-Saturday, with a day
off during the week.
Work schedule varies based on call center needs.
Compensation starts at $18 per hour. Essential Functions and
The minimum requirement for any team member of our company is to
work collaboratively and cooperatively with others, with a
commitment to a workplace of dignity and respect, in compliance
with Equal Employment Opportunity standards and regulations. We
also require, as a minimum standard, that all team members have the
ability to accept direction and constructive criticism from
supervisors and managers. 1. Manage high volume calls while
maintaining the established response standard. 2. Own the member
experience from beginning to end. 3. Identify member needs in
addition to clarifying information, researching and providing
solutions and or alternatives. 4. Report trending issues to
management based on member comments. 5. Recognize opportunities to
offer additional services and refer members to our sales areas. 6.
Meet or exceed the high level of service delivery according to the
annual plan. 7. Analyze facts to make sound decisions in the best
interest of the organization. 8. Handle all member questions or
requests for bill pay, online banking, mobile banking, and the
payment center. 9. Perform card maintenance for members. 10.
Perform other duties as directed by leadership.
Qualifications Required: 1. High school diploma or equivalent. 2.
Proven ability to multi-task and problem solve in a fast-paced
environment. 3. Proficiency using Excel and Word. Qualifications
Preferred: 1. 1 year of financial industry experience. 2. 1 year of
call center experience. Core Competencies: 1. Member-focused:
Championing our service philosophies to all internal & external
members. 2. Productive: Achieving excellence with attention to
detail. 3. Proactive: Taking initiative and ownership. 4.
Analytical: Using critical-thinking and problem-solving skills. 5.
Organized: Efficiently managing time and other resources. 6.
Communicative: Accurately expressing oneself verbally and in
writing. 7. Supportive: Being approachable, respectful, and
team-oriented. 8. Teachable: Embracing continuous improvement. 9.
Confidential: Maintaining a high level of confidentiality. 10.
Compliant: Respecting regulations, policies, and procedures. 11.
Computer proficient: Adept at using computers. Working
Work time includes evening and weekend hours. In-office working
conditions are normal. Lighting, temperature, audio, and work space
are all sufficient. Work requires the ability to constantly operate
a computer and the ability to read, type, and communicate.
Disclaimer/Intent and Function of Job Descriptions:
The above information on this description has been designed to
indicate the general nature and level of work performed by
employees within this classification. Because the nature of
positions and job functions can change over time, this job
description is not designed to contain or be interpreted as a
comprehensive inventory of all essential functions, duties,
responsibilities and qualifications required of employees assigned
to this job. Job duties may be changed or modified in the Credit
Union's discretion. The Credit Union will keep employees updated on
key functions, duties, and requirements of their position by
communications from the Credit Union and by updating the job
description from time to time. Any employee with questions about
the nature of their job duties is encouraged to consult with his or
her supervisor. Equal Employment Opportunity Policy:
Community Financial Credit Union is an equal opportunity employer
(M/F/D/V). We recruit, employ, train, compensate, and promote
without regard to race, religion, creed, color, national origin,
age, gender, sexual orientation, marital status, disability,
veteran status, or any other basis protected by applicable Federal,
State or local laws. Note: If you have issues applying, please try
using the Google Chrome or Firefox web browsers on a computer.
Keywords: Community Financial Credit Union, Novi , Full-Time Member Service Representative (Member Contact Center), Sales , Novi, Michigan
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