Call Center Specialist - Auburn Hills

  • MSU Federal Credit Union
  • Auburn Hills, MI 48326, USA
  • Oct 11, 2022
Full time Admin-Clerical Banking Customer Service Entry Level

Job Description

Position Pay Band Information:

Pay bands for this position are listed next to the title of each level below. The ranges for these bands can be found by following this link here. Your current pay band can be found under the ‘Jobs’ tab in UKG. The ‘Jobs Summary’ section will list your current pay band.

Essential Duties and Responsibilities

**This position requires the ability to work a hybrid (3 onsite days, 2 remote days) schedule at our Auburn Hills office. Typical schedule 8:30am-5:00pm or 9:30am-6:00pm, with one closing shift each week 12:00pm-9:15pm. Additionally, about one Saturday/month 8:45 a.m. and 5:00 p.m.**

Call Center Specialist:

  • Assist members with a friendly, professional manner and support the Credit Union’s mission statement
  • Follow established procedures to properly verify members’ identities over the phone
  • Educate current and prospective members about Credit Union products and services
  • Demonstrate adaptability and positivity when faced with complex situations
  • Analyze, research, and resolve member’s concerns and discrepancies
  • Maintain appropriate availability relevant to skillset
  • Utilize knowledge, judgment and Credit Union procedures to protect members and the Credit Union from loss
  • Actively participate in Credit Union initiatives and promotions and achieve assigned goals
  • Manage time efficiently and take initiative within the department; seek opportunity to develop or enhance knowledge
  • Actively 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 laws
  • Follow safety and security procedures regarding emergency situations, third party access to secure areas, and communicate suspicious activity to management
  • Answer questions, address concerns, and problem-solve for members via telephone, eMessage Center, and fax concerning services provided by the Credit Union
  • Establish relationships with members and seek opportunities to offer products and services
  • Record detailed notes to document member interactions, complex situations, and transactions
  • Process member transactions and complete requests with accuracy and a sense of urgency
    Perform other duties and assist others, as assigned

Call Center Specialist I: Pay Band A2

  • Answer questions, address concerns, and problem-solve for members via telephone, eMessage Center,
    and fax concerning services provided by the Credit Union
  • Establish relationships with members and seek opportunities to offer products and services
  • Record detailed notes to document member interactions, complex situations, and transactions
  • Process member transactions and complete requests with accuracy and a sense of urgency
  • Perform all of the Call Center Employees essential duties and responsibilities

Call Center Specialist II: Pay Band A3

  • Process Wire Transfers with urgency and attention to detail while following Credit Union procedures to
    protect members and the Credit Union from loss
  • Demonstrate an advanced understanding of Visa related products, services and systems to assist
    employees and members with Visa related requests
  • Demonstrate an advanced understanding of the Credit Union’s Bill Payment system to assist members
    and employees with Bill Payment related requests
  • Opening checking accounts on existing members’ accounts
  • Process International currency orders upon member request
  • Perform all of the Call Center Employees and Call Center Specialist I essential duties and responsibilities

Loan Officer I: Pay Band A4

  • Process and approve member loan applications independently, while offering additional products and
    services
  • Take ownership of complex transactions with confidence, knowledge, and creativity
  • Assume risk and utilize lending limits commensurate with level
  • Provide financial education to assist members with solutions to achieve their financial goals
  • Disburse member’s loan applications with support
  • Handle escalated member situations and take appropriate action to resolve them
  • Perform all of the Call Center Employees and Call Center Specialist I and II essential duties and
    responsibilities

Loan Officer II: Pay Band A5

  • Assist members and coworkers with greater depth of knowledge of products, services, and procedures,
    becoming a resource in the Call Center
  • Assume risk and utilize lending limits commensurate with level, while assisting others in decision-making
    of consumer loans
  • Share knowledge and present information from collaborative groups, committees, and department
    shadows
  • Review loan applications and provide decision-making assistance to others as needed
  • Participate in mentoring coworkers through shadow time and/or mentor program
  • Disburse member loan applications independently and ensure that loans are set up accurately
  • Perform all of the Call Center Employees, Call Center Specialists I and II, and Loan Officer I essential
    duties and responsibilities

Loan Officer III: Pay Band A6

  • Assist Call Center employees in reviewing loan applications, approve loans which exceed others’ lending
    authority
  • Work with management to determine and address the loan training needs of the department
  • Assume risk and utilize lending limits commensurate with level, while mentoring coworkers in the
    development of their lending ability
  • Process, review and close home equity loans with support from others
  • Lead and actively support others through trainings, promotions, decision-making, and risk assessment
  • Engage and motivate others in achieving personal and Call Center goals
  • Support credit union direction while helping others understand the purpose
  • Support Call Center employees by acting as Helpline assistance in the absence of management as
    needed
  • Perform all of the Call Center Employees, Call Center Specialists I and II, and Loan Officer I and II
    essential duties and responsibilities

Senior Loan Officer: Pay Band A7

  • Contribute to coworker’s development and culture throughout the department
  • Assist members and coworkers with greater depth of knowledge of products, services, and procedures,
    becoming a known resource throughout the Credit Union
  • Process, approve, and close home equity loans independently
  • Provide employees with direction and perspective regarding complex decision making on reviewing
    products and services, as well as educate employees on skills such as lending decisions and global
    thought process
  • Independently review loan applications for Call Center coworkers; develop creative solutions for
    members based on global thought process, prior lending knowledge, and in accordance with policies
    and guidelines
  • Evaluate the Credit Union’s processes and procedures and offer suggestions for increased efficiencies
    and cost reduction
  • Perform all of the Call Center Employees, Call Center Specialist I and II, and Loan Officer I, II, and III
    essential duties and responsibilities

 

Knowledge, Skills, and Abilities Required

Call Center Specialist I

  • Effective written and verbal communication skills
  • Analytical skills and the ability to work independently
  • Interpersonal skills
  • Typing skills with emphasis on accuracy
  • Sales skills
  • Math and general clerical aptitude
  • Ability to multitask and prioritize
  • Attention to detail
  • Reliability and dependability
  • Conflict resolution skills
  •  Knowledge of Credit Union systems, products, services, and procedures
  • Ability 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 Saturdays
  • Completion or pursuit of Bachelor’s degree preferred

Call Center Specialist II

  • Advanced sales skills with the ability to demonstrate these skills to others
  • Basic knowledge of credit reports and information gathering for lending decisions, Credit Union lending
    policy and guidelines, and state and federal regulations
  • Functional knowledge of Credit Union systems, products, services, and procedures
  • All of the Call Center Specialist I knowledge, skills, and abilities

Loan Officer I

  • Improved ability to process, review member loan applications
  • Advanced analytical skills
  • Strong sales skills with the ability to develop these skills in others
  • Understanding of risk assessment
  • Advanced knowledge of Credit Union systems, products, services and procedures
  • All of the Call Center Specialist I and Call Center Specialist II knowledge, skills, and abilities

Loan Officer II

  • Represent the department on Credit Union committees, special projects, and initiatives
  • Work independently and meet deadlines with minimal supervision
  • High level of sales skills with the ability to develop these skills in others
  • Demonstrate independent thinking and an understanding of risk management
  • Comprehensive knowledge of Credit Union systems, products, services, and procedures
  • Leadership skills and the ability to mentor and train others
  • Advanced ability to make decisions
  • Excellent problem resolution skills
  • All of the Call Center Specialist I and II and Loan Officer I knowledge, skills, and abilities

Loan Officer III

  • Ability to work and effectively collaborate in a group setting
  • Proven ability to make complex decisions and mentor others to do the same
  • Ability to motivate and influence others
  • Expert knowledge of credit reports, interviewing and information gathering for reviewing decisions
  • Proven history of skilled lending and member service decisions
  • Ability to handle and resolve conflict
  • Leadership skills to maintain department operations in the absence of management
  • Ability to present information effectively to coworkers and others
  • All of the Call Center Specialist I and Call Center Specialist II and Loan Officer I and Loan Officer II
    knowledge, skills, and abilities

Senior Loan Officer

  • Ability to contribute to coworker’s development through mentoring and training
  • Enhanced ability to handle escalated member situations and assist other’s in doing the same
  • Ability to apply holistic understanding of Credit Union strategies and overarching vision
  • Leadership skills to identify opportunities for training and development needs within the department
  • Five or more years of work experience in the Credit Union or in a financial institution sufficiently similar
    to the Credit Union to have acquired knowledge in member service, Visa and loan products, and
    reviewing standards and procedures
  • All of the Call Center Specialist I and Call Center Specialist II and Loan Officer I, Loan Officer II, and Loan
    Officer III knowledge, skills, and abilities

 

Physical Demands and Work Environment

  • Required to sit for longer periods of time, stand, walk; talk and hear; and interact with office equipment
  • Ability to lift up to 50 pounds
  • Normal office environment where there is minimal discomfort due to temperature, dust, noise, and other factors
  • Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure