Member Contact Specialist (Call Center)

Jolt Credit Union is seeking a full time Member Contact Specialist in Saginaw. Are you passionate about providing friendly and accurate service over the phone? Are you happy to inform members about products and services that will benefit them? If you're ready to give it all you've got, every day and everywhere, it's time you join the Jolt Credit Union Team!

At Jolt, we're member focused and community active. Energetic, motivated, empathetic, and community service-oriented people will be the best equipped to join our vibrant organization. We truly believe that each employee makes a significant contribution to our success. If you enjoy working in a fast-paced environment, have a craving to help others and are committed to promoting camaraderie in a team atmosphere, we enthusiastically invite you to join Jolt Credit Union.

About this position:

This is a full time position that includes rotating Saturdays. You must have customer service experience and excellent interpersonal skills. Lending experience preferred. Credit union, teller, loan, and sales experience a plus.

The Member Contact Specialist is primarily responsible for the following:

• Deliver service to both members and coworkers that is in alignment with our Service Promise: "Giving it All We've Got, Every Day and Everywhere"
• Provide exceptional member service, cross sell & recommend credit union services to members on a daily basis, primarily over the telephone
• Ability to analyze member problems/complaints and find beneficial solutions in a timely manner
• Provide deposit, loan rate, and service information as well as information on new and ongoing promotions
• Process share withdrawal and fund transfer requests
• Provide account information: balances check clearings, deposit postings and statement information
• Record research requests. Deliver to appropriate personnel for forms distribution
• Provide membership information: field of membership qualification and new account initiation
• Process payment or deposit corrections when necessary
• Explain credit union policies and procedures, including wire transfers, stop payments, address changes, loan applications, and direct deposit requests
• Process stop payments, address changes and loan applications
• Responsible to uphold the principle of privileged communication
• Demonstrates an understanding of and adheres to the requirements of all federal, state, and local laws, including those of the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC), as it specifically relates to the job functions

A successful Member Contact Specialist will also possess the following skills and abilities:

• Two years credit union operations knowledge
• Some Accounting, Loan, and Member Rep background
• Interpersonal skills required to handle all types of members and conditions
• Knowledgeable of all services to be able to effectively cross sell
• Integrity in following established procedures
• Initiative in determining work priorities with a minimum of work supervision
• Ability to adapt to changes in procedures
• Knowledgeable of collateral values
• Above average listening skills
• Aware or desirable or acceptable debt ratio to income
• Ability to exercise control and patience
• Conscious of urgency in expediting loan documents in special cases
• Must be willing to sell credit union services daily
• Excellent verbal and written communication skills
• Strong background in all credit union services and functions
• Physical Ability Daily: Must be able to lift up to 20 pounds daily. Must be able to remain seated a majority of the day with the ability to get up and move about
• Strong Computer Skills, Microsoft Office
• Rapid input of large amounts of data
• Must have a high level of alertness, concentration, memory, problem solving, initiative, reading, judgment, math, accounting, and decision-making skills
• Ability to manage multiple tasks simultaneously

We offer:

• 3 competitive medical plan options
• Dental and vision insurance
• 401k with matching
• Flexible Spending Account(s)
• Employee Wellness Program with quarterly bonus incentives
• Life insurance and AD&D options
• Short and Long-Term Disability
• Employee Assistance Programs

Note:

Telephone conversations between Member Contact Specialists and members may, on occasion, be monitored or recorded for the purposes of training, coaching, and feedback and quality assurance on an unannounced basis.