Call Center Specialist/Loan Officer - East Lansing

Company: MSU Federal Credit Union
Location: East Lansing
Posted on: November 18, 2022

Job Description:

The Call Center Specialist provides a comprehensive member experience by working with members, primarily over the phone to review their overall financial situation and make product or service recommendations. The position uses sound judgment, professionalism, integrity, accuracy, and expediency in assisting members. This position requires the ability to work a hybrid (3 onsite days, 2 remote days) schedule at our East Lansing office. Typical schedule 8:30am-5:00pm or 9:30am-6:00pm, with one closing shift each week 12:00pm-9:15pm. Additionally, one Saturday/month 8:45 a.m. and 5:00 p.m. Essential Duties and ResponsibilitiesCall Center Specialist:Assist members with a friendly, professional manner and support the Credit Union's mission statementFollow established procedures to properly verify members' identities over the phoneEducate current and prospective members about Credit Union products and servicesDemonstrate adaptability and positivity when faced with complex situationsAnalyze, research, and resolve member's concerns and discrepanciesMaintain appropriate availability relevant to skillsetUtilize knowledge, judgment and Credit Union procedures to protect members and the Credit Union from lossActively participate in Credit Union initiatives and promotions and achieve assigned goalsManage time efficiently and take initiative within the department; seek opportunity to develop or enhance knowledgeActively participate in training activities within the department and with the Learning and Talent Development Department to ensure compliance with Credit Union policies and state and federal regulations and lawsFollow safety and security procedures regarding emergency situations, third party access to secure areas, and communicate suspicious activity to managementAnswer questions, address concerns, and problem-solve for members via telephone, eMessage Center, and fax concerning services provided by the Credit UnionEstablish relationships with members and seek opportunities to offer products and servicesRecord detailed notes to document member interactions, complex situations, and transactionsProcess member transactions and complete requests with accuracy and a sense of urgencyPerform other duties and assist others, as assignedKnowledge, Skills, and Abilities RequiredHigh School Diploma or Equivalent requiredEffective written and verbal communication skillsAnalytical skills and the ability to work independentlyInterpersonal skillsTyping skills with emphasis on accuracySales skillsMath and general clerical aptitudeAbility to multitask and prioritizeAttention to detailReliability and dependabilityConflict resolution skillsKnowledge of Credit Union systems, products, services, and proceduresAbility to work varied hours between 7:00 a.m. and 9:00 p.m. Monday-Friday and 9:00 a.m. to 3:00 p.m. on SaturdaysPhysical Demands and Work EnvironmentMay be required to remain in a stationary position for an extended period of time.Ability to operate standard office technology, equipment and tools, which may include many hours of computer and phone usage.Occasionally needs to move about inside of office areaExposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposureThis position is able to work in hybrid or onsite working arrangements.ExperiencePreferred1 - 5 years: Financial Industry Experience1 - 5 years: Customer Service ExperienceEducationRequiredHigh School or betterEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: MSU Federal Credit Union, East Lansing , Call Center Specialist/Loan Officer - East Lansing, Other , East Lansing, Michigan