Contact Center Consultant I
HybridMidland, Michigan, United States or Michigan, United States
Job Summary
Handle member calls and inquiries regarding accounts, statements, and transactions while striving for first-call resolution. Process consumer loan applications, payments, and bill requests using the credit union's lending platform and eService tools. Identify member needs to recommend appropriate credit union solutions and cross-sell products to increase share of wallet. Ensure security and compliance during all transactions, including verifying identification and mitigating fraud risks. Work 8 a.m. to 6 p.m. Monday through Friday with rotating Saturday shifts and occasional outside hours for training. Achieve Certified Credit Union Financial Counselor (CCUFC) designation within the first year. Maintain high product knowledge and participate in monthly coaching to exceed personal and departmental goals.
Required Qualifications
- Minimum high school graduate or equivalent
- 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 interpersonal 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
- Ability to work overtime, attend meetings, seminars and travel
- Must have flexibility to deal with changing work hours and locations as needed
- Courtesy, tact, and diplomacy
- Ability to move or transport up to 25 pounds
- Able to remain stationary for 2-4 hours at a time
- Must maintain a neat and orderly work area
- Must be available to work 8 a.m. to 6 p.m. M-F, Saturday business hours as scheduled, and some outside of normal working hours for meetings and/or education/trainings
- Must be available to work 8am – 6pm Monday – Friday, and a rotating Saturday shift
- Must be able to lift 50 lbs
Desired Qualifications
- Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within first year of service with M1
- Effectively apply and maintain financial counseling concepts, gained through America's Credit Unions' Financial Counseling Certification Program (FiCEP), to promote financial well-being
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