Contact Center Representative

All State Fastener Corp; Detroit (MI); On-site; USD 26,000 - 30,000; Full time

Benefits offered by this job

Health insurance and dental

Vision insurance

Life insurance after 91st day

Paid time off

Holidays

Mental Health days

Tuition reimbursement

Birthday Day

401K matching

Job summary

Diversified Members Credit Union in Detroit, MI is seeking a Contact Center Representative to handle inbound calls, troubleshoot inquiries, and resolve member concerns onsite at the Detroit Main branch.

The role requires a positive, solution-oriented approach, attention to detail, and professionalism. You will support multi-channel member interactions and contribute to department service goals while collaborating with other teams.

Qualifications

• High School Diploma or GED required.
• 1-2 years of experience in a financial institution or call center.
• Knowledge of credit union products, services, policies, and procedures.
• Strong customer service skills with a commitment to outstanding member service.
• Must work rotating Saturdays.
• Completion of all required compliance and information security training annually.

Responsibilities

• Greet members professionally over the phone.
• Answer questions, troubleshoot, and resolve member concerns.
• Provide high-priority service and follow up on member requests promptly.
• Protect member confidentiality and verify proper member identity.
• Process wire transactions, loan payments, and transfers.
• Handle fraud alerts and online banking issues.
• Assist members across phone, chat, text, and other digital channels.
• Promote and enroll members in credit union products and services.

Skills

Customer service

Call center

CRM

Microsoft Teams

Education

High School Diploma or GED

Tools

CRM

Microsoft Teams

Job description

Company: Diversified Members Credit Union

City: Detroit

State: MI

About DMCU

Diversified Members Credit Union (DMCU) is a member-focused financial institution dedicated to providing exceptional financial services and lending solutions to our community. Our mission is to empower our members through personalized service and innovative financial products.

Summary

The Contact Center Representative is responsible for managing inbound calls from members, addressing inquiries, troubleshooting, and resolving concerns. This role requires a positive, solution-oriented approach while ensuring compliance with company policies and confidentiality guidelines. Representatives must demonstrate professionalism, attention to detail, and effective communication skills to provide high-quality service and contribute to member satisfaction.

**This position is an onsite full-time role reporting to our Contact Center Manager at our Detroit Main branch location.**

Primary Responsibilities

• Greet members professionally over the phone
• Answer questions, troubleshoot, and resolve member concerns
• Provide high-priority service and follow up on member requests promptly
• Protect member confidentiality and secure proper member verification
• Process wire transactions, loan payments, and transfers
• Handle fraud alerts and online banking issues such as balance inquiries and transfer requests
• Remain informed of department updates, schedules, and operational communication through internal systems such as Microsoft Teams, calendars, and emails.
• Assist members through multiple service channels including phone, chat, text, and other digital communication platforms.
• Support a positive and collaborative team environment while contributing to department service goals and member experience.
• Adapt to evolving technology, processes, and service tools to support the changing needs of the Contact Center and organization.
• Mail member documents and forms, including but not limited to certificates of deposit notices
• Review and approve or deny courtesy pay and fee reversal requests
• Update phone numbers or other account information as requested by members
• Promote and enroll members in credit union products and services, explaining their benefits and features
• Use Customer Relationship Management (CRM) for tracking cross selling referrals and meeting department goals
• Maintain service standards and contribute to Branch Scorecard/sales goals by utilizing CRM.
• Collaborate with other departments as needed to complete member inquiries
• Handle member messaging platforms, voicemails, and cashier check requests
• Make outbound calls when needed to promote products and services
• Contribute to the evolution of Contact Center toward full-service operations.
• Adapt and welcome changes to effectively meet the business needs of the Contact Center and DMCU organization
• Perform other duties as assigned

Requirements

• High School Diploma or GED required
• 1-2 years of experience in a financial institution or call center (preferred)
• Knowledge of credit union products, services, policies, and procedures
• Strong customer service skills with a commitment to outstanding member service
• Ability to work well under pressure and meet performance metrics
• Must work rotating Saturdays
• Reliable, independent, and consistent attendance
• Flexibility to relocate to different branches as needed
• Completion of all required compliance and information security training annually.

Working Conditions

• Ability to sit for long periods of time.
• Ability to life 10 – 15 pounds.
• May be eligible for remote hybrid work option, based on availability and management's discretion.

Compensation

The hourly range for this position is $19–$22/hour, depending on experience, qualifications, skills, and relevant expertise. The final compensation offer will be based on the candidate’s experience, qualifications, and overall fit for the role.

• 90% Company-paid health and dental insurance
• Up to 85% company paid vision insurance
• Company paid life Insurance on your 91st day
• Up to 10 days of PTO within your first year after 90 days of employment
• 15 paid holidays
• 2 Mental Health days after 90 days of employment
• Tuition reimbursement up to $3,500 annually
• 1 Birthday Day after 1 year of employment
• 401K: DMCU will contribute 6% of your creditable compensation and will match 100% up to 2% of your income

Work Location

In Person

This position is an onsite full-time role reporting to our Contact Center Manager at our Detroit Main branch location.