Call Center Member Services Specialist - East Lansing

Position Summary

The Call Center Member Service Specialist (CCMSS) is a key contributor to the Credit Union's mission by delivering high-quality service through phone-based member support. The role is responsible for addressing a variety of financial needs with accuracy, professionalism, and urgency while identifying opportunities to promote products and services that improve members’ financial wellbeing.

Call Center Member Service Specialists must demonstrate effective communication, strong problem‑solving abilities, and a commitment to member satisfaction. While navigating complex inquiries, they maintain a high level of security, uphold compliance standards, and take ownership of resolution. Adaptability in a fast‑paced, evolving environment is essential, along with alignment to the Credit Union’s Mission, Core Values, and Call Center Commitment Statements.

The CCMSS provides a comprehensive member experience by working with members, primarily over the phone, to review their overall financial situation and make product or service recommendations. To be successful in this position, the specialist works with sound judgment, professionalism, integrity, accuracy, and expediency in assisting members. The role also seeks opportunities to promote credit union products and services by identifying member needs and communicating opportunities that may most benefit them.

Sales goals must be achieved.

CCMSS must be available during the span of credit union hours of operation including opening, closing, weekends, and holiday Call Center hours. Hours could change based on business need.

• This position requires a standard 40‑hour week during Call Center hours of operations.
• Schedule remains flexible but consistent and stable. Most days are worked 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 day off during the week to offset their hours.
• Scheduled hours could change based on business need and future department growth.
• Mondays‑Friday: 7:00 am‑9:00 pm
• Saturdays: 9:00 am‑5:00 pm

This is a hybrid role offering the ability to work from home and from the Headquarters Building 2 in East Lansing after initial training is complete. Hybrid schedule currently includes at least 1 day onsite per week, with the remaining 4 days scheduled remote from home or onsite.

An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (hybrid) and work location. MSU Federal Credit Union may or may not accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency at the time of offer.

• Starts at $18.00/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.

• 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 transactions to prevent fraud and ensure account safety. Report suspicious activity and educate 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, and achieve individual and departmental goals.
• Maintain strong 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.
• Troubleshoot and support member issues related to debit/credit cards, online banking, mobile banking, and digital tools.
• Assist with basic loan servicing and other financial requests in compliance with policies and regulations.
• Adapt quickly to…