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Client Relations Representative

3 months ago

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


Michigan Schools & Government Credit Union (MSGCU) has been a pillar of financial support for the community for over 70 years, offering exceptional financial services to all residents of Michigan.

Our mission is to empower our members on their journey to financial well-being by providing unwavering support and guidance.

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

We are committed to fostering a workplace culture that values equity and inclusivity, ensuring every team member feels respected and valued.

Our focus on team member 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 reliable, high-quality service, we invite you to explore this opportunity.

Position Overview:

As a Customer Service Specialist, you will be responsible for providing an outstanding member experience through various communication channels, including phone, email, and fax. You will utilize active listening skills to identify and address member needs while promoting our products and services to enhance member relationships.

Collaboration is key, as you will work alongside a dedicated team to achieve both individual and collective goals.


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

Utilize effective listening techniques and review account details to assess member needs, resolve issues, and recommend suitable products and services.


Provide information regarding MSGCU services and policies, including membership eligibility, account types, insurance options, 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 transfers for savings, checking, and certificate accounts; assisting with the setup of automated services; processing address changes; and offering loan quotes and calculations.

Input loan applications and assess their eligibility for immediate processing. Prepare and manage loan requests, coordinating closing dates and necessary documentation. Review applications and follow up on loans that have not been finalized.


Assist members in completing arrangements for automated services such as direct deposit and payroll deductions. Support the ordering of Debit/Credit Cards and PIN numbers, as well as Internet Banking access.

Respond to all correspondence in accordance with established regulations and performance standards.

Adhere to MSGCU policies and procedures.

Support other departments and branches as needed.

Essential Skills and Qualifications:

Member-Centric Approach:

Build strong relationships with members by employing active listening skills to understand their needs, identifying opportunities to assist them, efficiently resolving issues, and delivering superior service.

Your behavior should consistently reflect engagement with members and commitment to MSGCU's mission.

Proactive Attitude:
Embrace new challenges and opportunities with enthusiasm and urgency.

Effective Communication:

Develop and deliver clear communications (both verbal and written) that address the unique needs of diverse audiences.


Trustworthiness:
Earn the confidence of others through honesty, integrity, and alignment with organizational values. Demonstrate courage by addressing challenging issues.

Commitment to Growth:
Actively seek opportunities for personal and professional development through various channels.

Ability to analyze data with average 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 with sales or production targets

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

Work Environment:
Office setting with minimal discomfort from noise or temperature extremes.

Occasional travel may be required based on business needs.

Exposure to potential risks, such as robbery, with annual training on security procedures to mitigate risk.


This role primarily involves sitting, with brief periods of walking or standing, and may occasionally require lifting up to 10 pounds.


Compensation and Benefits:
Competitive salaries are just the beginning for MSGCU team members.

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 role are eligible for incentives as part of our variable compensation plan.

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

If you are at least 21 years old, you will receive a 3% contribution from MSGCU, plus 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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