Account Service Representative I/II (Call Center) - Inbound

Municipal Employees Credit Union of Baltimore; Baltimore (MD); On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k) Match

Insurance Coverage

Tuition Assistance

Employee Assistance Program

Parking Discounts

Long-Term Care Insurance

Paid Time Off

Job summary

MECU Credit Union in downtown Baltimore, MD, is seeking an Account Services Representative I to join our Call Center. Under supervision, you will answer incoming member calls, provide information on MECU products and services, and communicate clearly on the phone.

This is a full-time position that requires strong communication, reliability, and a professional demeanor. The role offers opportunities for growth within ASR I/II tracks and cross-selling MECU products.

Qualifications

• Twelve (12) months Call Center - Required
• One (1) year Member/Customer Service - Required
• ASR II requires eighteen (18) months Call Center - Required
• ASR II requires one (1) year Member/Customer Service - Required

Responsibilities

• Answer incoming calls from members to provide information about MECU products and services
• Investigate and resolve member questions regarding account status and MECU services
• Cross-sell MECU products and services to members when appropriate
• Maintain professional image and provide excellent phone communication with members
• Coordinate with branches and departments to resolve member concerns

Skills

Strong computer application skills

Strong oral/written communication

Must be results oriented

Quick learner

Attendance and punctuality

Education

High School Diploma (general studies) - Required

General Education Degree (GED) - In lieu of H.S. Diploma

Job description

DEPARTMENT SHIFT

Monday - Friday: 3rd shift 10:10am -7pm

Rotating Saturdays (mandatory): 9:00 AM - 1:00 PM

MECU CREDIT UNION

MECU is a not-for-profit financial institution committed to helping its members and community by offering high quality financial products and services. With more than $1.2 billion in assets and located in historic downtown Baltimore, MD, this not-for-profit financial institution proudly serves more than 100,000 members.

MECU is currently searching for our newest team member to join our Call Center as an Account Services Representative (ASR) I.

This is a full-time position located in downtown Baltimore, MECU Credit Union subsidizes a portion of parking or MTA. Must successfully complete an electronic assessment.

POSITION SUMMARY

Account Services Representative I

Under general supervision, projects a professional company image through telephone interactions with members. Answer incoming calls from members to provide information in response to inquiries about products and services and to handle and answer questions over the telephone. This individual must have excellent phone and communication skills.

Account Services Representative II

With moderate supervision projects a professional company image through telephone interactions with members. Answers incoming calls from members to provide information in response to inquiries about products and services. Investigates and resolves complaints and problems pertaining to account status and MECU products and services. Effectively cross sells MECU products and services. Must demonstrate excellent phone and communication skills.

POSITION-SPECIFIC COMPETENCIES

Member (Coworker) Service

Develops positive relationships by listening carefully and respectfully. Makes and fulfills commitments to resolve member/coworkers issues. Demonstrates sensitivity to the member's/coworker's sense of urgency. Follows up to ensure that members/coworkers are satisfied with both the process and the outcome.

Routine Account-Related Inquires

Determines members specific account needs in the course of member contact. Works with branches and departments within the Credit Union to resolve member concerns. Answers member inquiries regarding various credit union services and products. Confers with management regarding account and service problems outside standard operating guidelines to obtain a decision on how best to handle specific situations.

Member Issue Resolution

Research and resolve member problems, acting as the member liaison between other departments when necessary.

Products/Service Knowledge

Possesses current knowledge of all key products and services. Understands the benefits and constraints associated with these products and services. Utilizes knowledge to meet member needs and gain a competitive advantage.

Cross-Sell Products

Cross-sell products and services based on member needs, in accordance with the Credit Union's program standards.

Based on business needs and as determined appropriate by your supervisor or management, the duties described above may change from time to time.

EDUCATION

• High School Diploma (general studies) - Required
• General Education Degree (GED) - In Lieu of H.S. Diploma

EXPERIENCE

• ASR I - Twelve (12) months Call Center - Required
• ASR I - One (1) year Member/Customer Service - Required
• ASR II - Eighteen (18) months Call Center - Required
• ASR II - One (1) year Member/Customer Service - Required

  QUALIFICATIONS

  • Strong computer application skills.
  • Strong oral/written communication skills.
  • Must be results oriented.
  • Quick learner and motivated to be a consistent performer.
  • Attendance and punctuality are a must.

  COMPENSATION

  Salary Range per hour, depending on experience and qualifications

  • Account Services Representative I - $20.00- $21.59
  • Account Services Representative II - $21.00- $24.13

  BENEFITS at MECU CREDIT UNION

  At MECU, we prioritize the well-being and growth of our employees by offering a comprehensive benefits package that includes but not limited to:

  • Medical, Dental, and Vision Coverage: Plans are available for both employees and their families to ensure comprehensive health coverage.
  • 401(k) Plan with Employer Match: Secure your financial future with our competitive 401(k) plan, including an employer match to help you save more for retirement.
  • Company-Paid Insurance: We provide company-paid short-term disability, long-term disability, and life insurance to give you peace of mind.
  • Tuition Assistance: Continue your education and professional development with our tuition assistance program.
  • Employee Assistance Program (EAP): Access confidential support for personal and professional challenges through our EAP.
  • Parking Discounts: Enjoy discounted parking to make commuting easier.
  • Long-Term Care Insurance: Prepare for the future with long-term care coverage options.
  • Time Off: Take advantage of annual, sick leave, sick and safe leave to recharge and maintain a healthy work-life balance.

  Join MECU and enjoy benefits that truly support you and your family.

  PHYSICAL DEMANDS

  While performing the duties of this position, the successful candidate is regularly required to sit; use hands and fingers to handle objects, tools, keyboards or controls; talk and hear. The employee is occasionally required to stand, walk, reach with hands and arms and stoop or kneel. Must regularly lift and/or move files and equipment up to 15 pounds and occasionally lift/move up to 25 pound objects. Specific vision characteristics required by this position include close vision, adjust focus, and view a computer screen for extended periods of time.

  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  MECU of Baltimore, Inc. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

  MECU conducts credit, bond and background checks and is an Equal Opportunity Employer.