Call Center Representative

Company Description

Diversified Members Credit Union (DMCU) is a long-standing Michigan financial institution that has been serving members since 1929. Membership is open to individuals who live, work, worship, or attend school in Michigan, offering access to a full range of financial products and services. With over $500 million in assets and four branches in Detroit, Novi, and Clawson, DMCU combines local presence with extensive access to Co-Op Share Branch locations and surcharge-free ATMs.

The credit union is committed to personalized guidance, community enrichment, and helping members reach their financial goals throughout every stage of life. DMCU operates as a federally insured institution and an Equal Housing Lender.

This is a full-time role for a Call Center Representative, based in the Detroit Metropolitan Area with some work-from-home flexibility. The Call Center Representative will respond to member inquiries via phone and digital channels, provide information on DMCU products and services, and assist members with account questions, transactions, and problem resolution. Responsibilities include handling high call volumes, documenting interactions accurately, following established procedures and compliance requirements, and escalating complex issues when needed.

The role also involves promoting appropriate financial solutions, maintaining strong customer satisfaction, and contributing to a positive, service-focused team environment.

The Contact Center Representative is responsible for managing inbound calls from members, addressing inquiries, troubleshooting, and resolving concerns. This role requires a positive, solution-oriented approach while ensuring compliance with company policies and confidentiality guidelines. Representatives must demonstrate professionalism, attention to detail, and effective communication skills to provide high-quality service and contribute to member satisfaction.

• Remain informed of department updates, schedules, and operational communication through internal systems such as Microsoft Teams, calendars, and emails.
• Handle fraud alerts and online banking issues such as balance inquiries and transfer requests
• Assist members through multiple service channels including phone, chat, text, and other digital communication platforms.
• Support a positive and collaborative team environment while contributing to department service goals and member experience.
• Adapt to evolving technology, processes, and service tools to support the changing needs of the Contact Center and organization.
• Mail member documents and forms, including but not limited to certificates of deposit notices
• Review and approve or deny courtesy pay and fee reversal requests
• Update phone numbers or other account information as requested by members
  
  Promote and enroll members in credit union products and services, explaining their benefits and features
• Use Customer Relationship Management (CRM) for tracking cross selling referrals and meeting department goals
• Maintain service standards and contribute to Branch Scorecard/sales goals by utilizing CRM.