Call Center Specialist I

Lake Michigan Credit Union; Town of Glenwood (WI); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Weekly pay

Retirement options

Health coverage

Parental leave

Tuition reimbursement

Job summary

Lake Michigan Credit Union in Grand Rapids, MI is seeking Call Center Specialists to join our team. You’ll be supported by Call Center Managers, Team Leaders and Trainers to assist members and prospective members with telephone requests.

This on-site role offers a 4 to 6 week training, opportunities to cross-sell products, and a culture that values people first, development, and teamwork at LMCU.

Qualifications

• Passion for customer service and problem solving.
• Ability to take ownership of solutions.
• Ability to cross-sell based on member needs.

Responsibilities

• Assist members with telephone requests and questions.
• Explain product features and services to callers.
• Refer issues beyond authority to supervisor with recommendations.
• Cross-sell products and services when appropriate.
• Collaborate with other departments to resolve issues.
• Identify and report data discrepancies in member accounts.

Skills

Customer service

Problem solving

Ownership of solutions

Cross-selling

Job description

General Information

Primary Location: Grand Rapids, MI (5537 Glenwood)

Employee Status: Full-Time

Workplace Type: Fully On-Site

Available Shift: 11:30 AM - 7:30 PM

Who we are

At LMCU, you'll find more than just a job - discover a fulfilling career where your contributions truly matter. Join our talented team at Lake Michigan Credit Union and discover the difference an employer who puts people first can make in your career and life.

About this position

LMCU is currently looking for Call Center Specialists to join our team. You’ll be supported by our Call Center Managers, Team Leaders and Trainers to use your skills to assist members and potential members with their telephone requests. This is an exciting opportunity to positively impact our members and be a part of an organization with an unmatched culture.

What you’ll do

• Assists members and potential members with their telephone requests
• answers questions about products and services and resolves problems that are within their authority to resolve
• Refers problems that are beyond their authority to their supervisor, along with their recommendations
• Identifies opportunities to cross sell products and services based on member needs
• Articulate the features and benefits of products to callers
• Collaborate with other departments to resolve member issues when necessary
• Prevents fraud by correctly identifying members using call identification procedures
• Report any suspicious activities or potential security breaches to the appropriate personnel
• Identify and report any data discrepancies regarding member account information to management
• Actively participate in employee-led coaching sessions with supervisors, while taking ownership of personal coaching goals
• Performs other related duties as assigned

Your New Environment

Our Call Center is the best of both worlds, fun and functional. Our Specialists have their own space and have the option to sit or stand throughout the day. We empower Specialists to be in charge of their development with monthly employee led coaching. We love to recognize hard work, success, and growth with employee of the week, employee of the month, and fun Fridays. A paid 4 to 6 week training is provided upon hire to ensure that all Specialists are equipped with the knowledge and tools needed to meet their full potential.

You’ll Like This Position If You Are…

Someone who has passion for customer service, problem solving, and being able to take ownership of solutions. Our Call Center Specialists are able to make a positive impact on our members, processing their transactions from start to finish and ensuring the safe and sound fulfillment of their financial needs.

What you’ll get

• All Employees: weekly pay and retirement savings options
• Full Time Employees: comprehensive health coverage including medical (with prescription), dental, vision, HSA match, paid parental leave, and tuition reimbursement

To see a full list of our benefit offerings, check out this helpful guide!

Employer Overview

Lake Michigan Credit Union is fundamentally different than a bank, both in our structure and mission. Our goal has always been to do what is best for our members. This approach guides every decision we make and every service we offer. As a credit union, our goal isn’t to generate profits for shareholders, it’s to improve the lives of our members. LMCU is consistently rated in the top ten in the nation for Return of the Member by Callahan & Associates, meaning we give back more to our members in the form of higher rates when they save and lower rates when they borrow. At LMCU, the emphasis on delivering real value to our members has been job one, since day one. As one of the largest credit unions in the nation for several years running, LMCU has earned many awards and accolades such as inclusion as one of the 101 Best and Brightest Companies to Work For Nationally and being recognized by Forbes as a Great Place to Work.

As an employee, you'll enjoy a stimulating, professional atmosphere, supported by the latest technology, training, and development. We recognize that a healthy balance between work, home life, and play is essential to our employees and our success. We offer a friendly, respectful and inclusive work environment, fun employee activities and rewarding community involvement opportunities. You’ll love working here at Lake Michigan Credit Union!

LMCU is an Equal Opportunity Employer