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Member Service Associate

3 months ago

Troy, Michigan, United States Michigan Schools and Government Credit Union Full time


Michigan Schools & Government Credit Union (MSGCU) has been a trusted provider of financial services in the community for 70 years, welcoming all individuals in Michigan to experience our banking solutions.

Our mission is to empower our members to achieve financial success by supporting their aspirations and objectives.

As the sixth largest Credit Union in Michigan, we operate 22 branch locations in Southeastern Michigan, employing over 400 dedicated team members and serving 140,000 members with $3.5 billion in assets, maintaining a remarkable 95% member satisfaction rating for two decades.

We pride ourselves on fostering a caring and inclusive workplace culture where every team member is valued and respected.

Our commitment to employee engagement has earned us recognition as a Top Workplace by The Detroit Free Press for eleven consecutive years.

If you are passionate about assisting others and delivering exceptional service, we invite you to consider joining our team.

Position Overview:

As a Customer Service Specialist, you will be responsible for providing an outstanding member experience through high-quality service via telephone, email, and fax. This includes utilizing active listening skills to identify and address member needs while promoting products and services to enhance member relationships.

Collaboration is key; you will work as an engaged team member to meet both individual and team objectives.


Key Responsibilities:
Engage with members to gather information and explain available financial services.

Utilize effective listening skills to discern member needs, resolve issues, and recommend suitable products and services.


Provide essential information regarding MSGCU services or policies, including membership eligibility, account types, insurance programs, loan policies, interest rates, current dividend rates, wire transfers, and office hours, while promoting our virtual service channels.


Perform a variety of member service and teller functions, including accurately processing account transfers, assisting with automated services, and managing loan applications and payments.

Review loan applications to determine eligibility for immediate processing, prepare necessary documentation, and guide members through the closing process.


Assist members with setting up automated services such as direct deposit and payroll deductions, and manage requests for Debit/Credit Cards and Internet Banking access.


Ensure timely and accurate responses to all member correspondence, adhering to established regulations and performance standards.

Maintain a thorough understanding of MSGCU policies and procedures.

Support other departments and branch locations as needed.

Essential Skills and Qualifications:

Member-Centric Approach:

Develop strong relationships with members by actively listening to their needs, identifying opportunities for improvement, and delivering exceptional service.

Consistently demonstrate engagement with members and commitment to MSGCU's mission.

Proactive Attitude:
Embrace new challenges with enthusiasm and a sense of urgency.

Effective Communication:

Convey clear and concise information through verbal and written communication, tailored to the needs of diverse audiences.


Trustworthiness:
Build confidence with others through honesty, integrity, and alignment with organizational values. Show courage in addressing challenging situations.

Continuous Improvement:
Seek opportunities for personal and professional growth through various development channels.

Ability to analyze data and apply basic reasoning and mathematical skills.

Ability to thrive in a structured environment with potential distractions, requiring extended periods at a workstation.

Proficient in technology and software, including Microsoft Office and standard office equipment.

Qualifications:
High school diploma or GED; and

One of the following experiences in a fast-paced customer service setting:
1 year in financial services, or

2 years in a call center environment with sales or production goals.

Experience in suggestive selling and business solicitation within a financial institution is preferred.

Work Environment:
Office environment with minimal discomfort from noise or temperature variations.

Occasional travel may be required based on business needs.

May be exposed to certain risks, such as robbery, with annual training on security procedures to mitigate these risks.


This role primarily involves sitting, with occasional walking or standing, and may require lifting or moving items up to 10 pounds.


Compensation and Benefits:
At MSGCU, competitive salaries are just the beginning.

We offer generous health benefits, vacation time, retirement contributions, and discounts on loans and phone services.

Base hourly pay starts at $18.85 / hour.

Team members in this position are eligible for incentives as part of our variable compensation plan.

Medical, dental, and vision coverage begins on your first day, with access to a Health Savings Account (HSA)-eligible medical plan with no monthly premium.

If you are at least 21 years old, you will receive a 3% contribution from MSGCU, along with a 100% match for the next 7% you contribute to your 401(k).

Enjoy 12 paid holidays and up to 120 hours of PTO in your first year of service (pro-rated based on start date).

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