MEMBERS FIRST CREDIT UNION - MFCU
MEMBERS FIRST CREDIT UNION
JOB DESCRIPTION
Call Center Consultant I
(NON-EXEMPT)
Reports to: Call Center Manager
Position Overview: The primary purpose of this position is to assist Members First Credit Union to deliver on its Mission: To make a positive difference in the lives of our members and our community. To achieve this mission the position must deliver high quality service to both internal and external members.
Major functions:
• Deliver on the Credit Union’s Service Promises in every service situation
• Answer telephones and direct calls to the appropriate department or individual
• Provide service to members that meets or exceeds their expectations
Duties / Responsibilities:
Deliver on our Service Promises in every internal and external member contact.
- I promise to treat you as an honored guest
- I promise to take responsibility for your request
- I promise to make it easy to do business with us.
- I promise to respond to your requests in a timely manner.
- I promise to identify your needs and suggest a solution that will help you achieve your financial goals.
- I promise to ensure the security of your financial information.
- I promise to show my appreciation for allowing me to serve you.
- I promise to exceed your expectations at every encounter
• 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
• Run other errands as needed
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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