Call Center Member Services Specialist - East Lansing

Call Center Member Services Specialist - East Lansing

Parental leave, paid holidays, tuition reimbursement, 401(k), remote work.

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.

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.

• 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.

• 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.

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.

• 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.

• 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…