Account Service Representative I​/II; Call Center - Inbound; ASRASR

Account Service Representative I/II (Call Center) - Inbound (162

ASR1/162

ASR2)

Rotating Saturdays (mandatory): 9:00 AM - 1:00 PM

MECU CREDIT UNION

MECU is a not‑for‑profit financial institution committed to helping its members and community by offering high quality financial products and services. With more than $1.2 billion in assets and located in historic downtown Baltimore, MD, this not‑for‑profit financial institution proudly serves more than 100,000 members.

MECU is currently searching for our newest team member to join our Call Center as an Account Services Representative (ASR) I.

This is a full‑time position located in downtown Baltimore, MECU Credit Union subsidizes a portion of parking or MTA. Must successfully complete an electronic assessment.

Account Services Representative I

Under general supervision, projects a professional company image through telephone interactions with members. Answer incoming calls from members to provide information in response to inquiries about products and services and to handle and answer questions over the telephone. This individual must have excellent phone and communication skills.

Account Services Representative II

With moderate supervision projects a professional company image through telephone interactions with members. Answers incoming calls from members to provide information in response to inquiries about products and services. Investigates and resolves complaints and problems pertaining to account status and MECU products and services. Effectively cross sells MECU products and services. Must demonstrate excellent phone and communication skills.

Member (Coworker) Service

Develops positive relationships by listening carefully and respectfully. Makes and fulfills commitments to resolve member/coworkers issues. Demonstrates sensitivity to the member's/coworker's sense of urgency. Follows up to ensure that members/coworkers are satisfied with both the process and the outcome.

Routine Account‑Related Inquiries

Determines members specific account needs in the course of member contact. Works with branches and departments within the Credit Union to resolve member concerns. Answers member inquiries regarding various credit union services and products. Confers with management regarding account and service problems outside standard operating guidelines to obtain a decision on how best to handle specific situations.

Research and resolve member problems, acting as the member liaison between other departments when necessary.

Products/Service Knowledge

Possesses current knowledge of all key products and services. Understands the benefits and constraints associated with these products and services. Utilizes knowledge to meet member needs and gain a competitive advantage.

Cross‑Sell Products

Cross‑sell products and services based on member needs, in accordance with the Credit Union's program standards.

Based on business needs and as determined appropriate by your supervisor or management, the duties described above may change from time to time.

• High School Diploma (general studies) – Required
• General Education Degree (GED) – In Lieu of H.S. Diploma

• ASR I – Twelve (12) months Call Center – Required
• ASR I – One (1) year Member/Customer Service – Required
• ASR II – Eighteen (18) months Call Center – Required
• ASR II – One (1) year Member/Customer Service – Required

• Must be results oriented.
• Quick learner and motivated to be a consistent performer.
• Attendance and punctuality are a must.

Salary Range per hour, depending on experience and qualifications

• Account Services Representative I - $20.00- $21.59
• Account Services Representative II - $21.00- $24.13

At MECU, we prioritize the well‑being and growth of our employees by offering a comprehensive benefits package that includes but not limited to:

• Medical, Dental, and Vision Coverage:
  Plans are available for both employees and their families to ensure comprehensive health coverage.
• 401(k) Plan with Employer Match:
  Secure your financial future with our competitive 401(k) plan, including an employer match to help you save more for…