Member Service Agent

The Opportunity: Our Member Service Center is looking for both Part Time and Full Time Member Service Agents to join their team! In this role, the Member Service Agent will provide friendly, efficient response to member inquiries via phone, mail, e-mail or fax, in an inbound call center environment. Use various computer applications to input, interpret, and research financial information. Promote our products and services enthusiastically to each member and work well in a competitive environment.

This position starts at $18.50/hour.

What You'll Do:

• Provide superior friendly phone service in an inbound call center to enhance the relationship with existing and potential members.
• Work in a fast-paced, high-volume, dynamic learning environment.
• Access multiple applications to provide primary support for all non-branch channels, including DFCU online, mobile banking, DFCU website, phone banking, online account opening, web applications, DFCU Pay, debit/credit cards, and ATM.
• Acquire and maintain a high level of product and service knowledge in order to provide efficient service and to mitigate fraud or loss to the credit union.
• Communicate and proactively offer additional products and services to members; Meet monthly sales goals.
• Provide solutions based, accurate service, including inquiries, financial transactions, loss mitigation.
• Provide solutions to ID theft, fraud, and loss situations while remaining calm and empathetic.
• Maintain quality standards in all aspects of work.
• Comply with all credit union policies and procedures, including security.
• Identify processing errors and bring them to the attention of management.
• Perform end of day transaction review and/or balancing.

What You'll Need:

• Ability to attend 8 - 10 weeks of paid training in Dearborn, tentatively 9am-5pm.
• Work a rotational Saturday, once training is completed.
• Ability to work in a fast-paced, high-volume, dynamic learning environment.
• High school diploma or equivalent.
• Previous customer service or sales experience.
• Ability to quickly learn and maintain knowledge on a wide variety of products and services.
• Articulate phone skills, including excellent listening skills.
• Ability to successfully apply sales techniques.
• Strong computer and technology skills.
• Effective writing skills and basic math skills.
• Ability to function as a team player, with ability to verbally communicate appropriately with others, and appropriately respond to a supervisor.
• Consistent positive, cooperative, self-motivated, courteous and professional attitude.