MEMBERS FIRST CREDIT UNION - MFCU



MEMBERS FIRST CREDIT UNION

JOB DESCRIPTION

Contact Center Consultant I

(NON-EXEMPT)

Reports to: Assistant Contact Center Manager

Position Overview: The primary purpose of this position is to assist Members First Credit Union to deliver on its Mission: To encourage a better tomorrow. To achieve this mission the position must deliver on our brand promise: We believe in you. Our promise is to be trustworthy, caring, and enthusiastic to help you succeed. You will do this by living out our core values in every service contact to both internal and external members.

o Trustworthy

▪ We deliver excellence through knowledge.

▪ We can be depended upon to do the right thing.

▪ We believe in exceeding expectations.

o Caring

▪ We are committed to encouragement and the power of positivity.

▪ We respect all people, without judgment.

▪ We give the best of ourselves when we join together.

o Enthusiastic

▪ We are hardworking, passionate people.

▪ We encourage maximizing happiness and fun.

▪ We thrive by finding new ways to help.

Major functions:

• Deliver on the Credit Union’s Service Promises in each member contact point

• Answer telephones and direct calls to the appropriate department or individual

• Provide service to members that exceeds their expectations

Duties / Responsibilities:

• Handle phone inquiries and process transactions for members as requested

• Look for opportunities to increase the efficiency level of the department

• Assist members with bill pay and entire online banking platform

• Responding to written inquiries from members via email, and message board

• Process member check orders

• Process Bill Pay request notifications daily

• Process specialized requests from the online banking platform

General Sales Expectations:

• Successfully use effective Sales Champion skills and behaviors

• Build relationships with current and new members. Offer products and services that will help improve their financial wellbeing.

• Assist with the onboarding process that continues to build relationship with new members.

• Inform members about and explain benefits of MFCU products and services to find the appropriate credit union solution for the member.

• Make sure members are being fully served

General duties:

• Attend educational functions as required.

• Must have a good working knowledge of all credit union services

• Other duties that may be assigned from time to time

Performance Standards:

• Strive to exceed credit union, department, and personal goals

• Excellent listening, oral, and written communication skills

• Team oriented

• Dependable

• Highly organized

• Produces accurate work results

• Readily keeps others adequately informed

• Presents a professional image

• Maintains a high level of knowledge about credit union philosophy, products and services

Education:

• Minimum high school graduate or equivalent.

• Minimum 6 months experience with a financial institution

Experience:

• Able to operate a personal computer.

• Be able to operate a ten key calculator.

*Education and experience requirements may be waived for Co-op students.

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