Contact Center Consultant I

Do you thrive in providing exceptional member service in a fast paced environment? Do you excel at multi-tasking with a keen eye on attention to detail? Members First Credit Union is seeking a Contact Center Consultant that has experience in high volume customer service environments. This role has hybrid potential and offers varied schedule opportunities to better meet member's needs, hours within 7am – 7pm Monday – Friday, with a rotating Saturday shift.

We strive to create an atmosphere of belonging with no judgment, just opportunity. We are interconnected to each other, and when we embrace out true authentic selves, we are stronger. We will empower you to be the best version of yourself while helping you to flourish in work and life. Come join us to help create thriving communities!

 CONTACT CENTER CONSULTANT I

     Grade 5/Non-Exempt

          Reports to: Contact Center Leader  

The primary purpose of this position is to assist Members First Credit Union to deliver on its mission, vision, and brand promise. You will do this by living out our core values in every service contact to both internal and external members. At the heart of our Employee Value Proposition lies the belief in purpose, belonging, and joy, fostering a culture where every team member feels invested and encouraged to make a meaningful impact in the lives of others.

Essential Duties

• "We empower people in their journey of wellbeing"
• MFCU is looking for a Contact Center Representative who is Trustworthy, Caring, and Enthusiastic in receiving and processing MFCUmember requests with a first call resolution.  Collaborates with staff to cross-sell and increase member share of wallet. Ensures security and compliance procedures are followed in all transactions
• This position has hybrid availability based on meeting all position expectations. Must be available to work 7 a.m. to7 p.m. M-F, Saturday business hours as scheduled, and some outside of normal working hours for meetings and/or education/trainings
• Deliver on the Credit Union’s Promises in every service situation
• Develop and maintain an effective level of product knowledge
• Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within first year of service with M1.

Duties and Responsibilities

The following statements are intended to describe the general nature and level of work being performed by this position.  It is not intended to be an exhaustive list of all duties, responsibilities and skills required of this position.  Other duties may be assigned to meet business needs.

• Create opportunities for expanded member relationship by determining the needs for additional product and services and recommend appropriate Credit Union solutions
• Handle phone inquiries on member’s accounts, statements, histories and process transactions for members as requested.
• Provide service to members that exceeds their expectations.
• Ensure proper identification and utilize secure processes/procedures for all requests including asking questions to help mitigate potential fraud.
• Answer calls with a first call resolution purpose.
• Identify members’ financial needs and recommend appropriate Credit Union solutions.
• Participate and engage in monthly developmental coaching
• Maintain Education and Service Performance Expectations.
• Assist members with over the phone payments on loans utilizing SWBC to process payments on loans from other financial institutions
• Responding to all forms of written inquiries from members.
• Remind delinquent members that their payments are due.
• Process member check orders.
• Process Bill Pay request notifications daily.
• Collect fees as required for services
• Provide follow up to members in a timely manner from when LSI is unable to fully assist a member and sends an open ticket for follow up.
• Sell e-gift and travel cards along with reloading travel cards
• Assist members with all eService platforms, including online banking, bill pay, mobile check deposits, etc.
• Assist with troubleshooting a variety of debit card issue.
• Scan or file documents as required
• Process cashier's checks and starter checks

General Sales Expectations

• Successfully use effective MX Fundamentals to deepen member relationships.
• 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.
• Actively participate in Credit Union initiatives, promotions, and achieve assigned financial service goals
• Make sure members are being fully served

Qualifications and Expectations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the expectations of the person performing this job.

• Strive to exceed credit union, department, and personal goals.
• Ability to communicate clearly and concisely.
• Team oriented.
• Highly organized.
• Produces accurate work results.
• Communicates effectively with team members to keep them adequately informed.
• Presents a professional image.
• Maintains a high level of knowledge of credit union philosophy, products/services, policies and procedures.
• Ability to work overtime, attend meetings, seminars and travel.
• Proactively seek opportunities to fulfill the Internal Service Missions of the department and the credit union.
• Must have flexibility to deal with changing work hours and locations as needed.
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and /or outside the organization generally regarding routine matters for purposes of giving or obtaining information, which may require some discussion
• Effectively apply and maintain financial counseling concepts, gained through America's Credit Unions' Financial Counseling Certification Program (FiCEP), to promote financial well-being.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to move or transport up to 25 pounds.
• Able to remain stationary for 2-4 hours at a time.

Work Environment

• Must maintain a neat and orderly work area.
• Routinely clean and disinfect work areas (i.e. teller stations, desk surfaces, phones, electronic equipment).
• Protect the confidentiality of credit union staff and members by locking door or removing items from desk/workstation when away.

Education and Experience

• Minimum high school graduate or equivalent.
• Good working knowledge of all credit union products and service
• One to twelve months similar or related experience
• Experience operating a personal computer
• Must possess excellent oral and written communication skills
• Skills in Microsoft Word, Excel, and Outlook
• Knowledge of, or the ability to learn, Credit Union systems, products, services, and procedures