Member Service Agent

DFCU Financial; Dearborn (MI); Hybrid; USD 26,000 - 37,000; Full time

Benefits offered by this job

Hybrid/remote schedule

Paid training

Paid time off

401k match

Health insurance

Tuition reimbursement

Wellness program

Employee discounts

Volunteer opportunities

Career development

Job summary

DFCU Financial is seeking a Member Service Agent to join our Member Service Center in Dearborn. This role provides friendly, knowledgeable phone support and guidance to members across channels, from online banking to debit cards, while building relationships and achieving monthly sales goals.

The position offers part-time or full-time hours with paid training in Dearborn and the potential for hybrid or remote scheduling after training.

Qualifications

• High school diploma or equivalent.
• Previous customer service and sales experience preferred.
• Articulate phone skills and strong listening abilities.

Responsibilities

• Provide friendly phone service in a high-volume call center.
• Assist members with financial needs and product recommendations.
• Handle inquiries and transactions with accuracy; mitigate fraud.
• Meet monthly sales goals and maintain quality standards.
• Support multiple channels including online and mobile banking.

Skills

Customer service

Sales experience

Phone skills

Team collaboration

Tech proficiency

Education

High school diploma or equivalent

Tools

Microsoft 365

Job description

Join the DFCU Financial team today, and discover the benefits, rewards and development opportunities from one of the largest and best managed credit unions in the country.

Do you enjoy helping others and thrive in a fast-paced, team-driven environment? As a Member Service Agent in our Member Service Center, you'll be the voice of our credit union-delivering friendly, knowledgeable support through phone and digital channels. You'll assist members with their financial needs, provide product recommendations, and help resolve issues with empathy and efficiency. Whether part-time or full-time, this is your opportunity to build relationships, meet goals, and make a difference-all while working in a dynamic call center environment. If you're enthusiastic about service and ready to grow your career, we want to hear from you!

*This position starts at $23.00/hour.

*You must be able to attend 8 - 10 weeks of paid training in Dearborn, Monday - Friday from 9am-5pm.

*And have the availability to work a rotational Saturday, once training is completed.

The Opportunity:

Our Member Service Center is looking for both part time and full time Member Service Agents to join their team!

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.li>
• Perform end-of-day transaction review and/or balancing.

What You'll Need:

• High school diploma or equivalent.
• Ability to work in a fast-paced, high-volume, dynamic environment.
• Previous customer service and sales experience preferred.
• Articulate phone skills, including excellent listening skills.
• Strong computer and technology skills.
• Basic math skills.
• Proficient in Microsoft 365.
• Demonstrated analytical and problem-solving skills.
• Able to initiate and embrace change.
• Excellent interpersonal skills, including written and verbal communication, and ability to work in a team environment.

What We Offer:

• Potential for hybrid/remote schedule once training is completed
• Monthly cash incentives for meeting performance goals
• Employee bonus program
• Paid lunch time
• Employee referral payouts for recruiting your friends and family
• Paid time off
• Paid holidays (13 per year)
• 401k plan match, dollar for dollar up to 4%
• 401k additional employer contribution after one year at 5%
• Tuition reimbursement / Education assistance (full-time only)
• Medical, dental and vision insurance effective date of hire
• Health savings account (HSA)
• Flexible spending accounts for medical and dependent care expenses
• Adoption assistance for qualified expenses maximum $10,000 per child (full time only)
• Wellness initiatives and reimbursements
• Pre-paid legal services plan
• Identity protection plan
• Accident supplemental plan
• Short- & long-term disability plans paid for by company (full time only)
• Company provided basic life insurance
• Pet Insurance
• Free financial planning assistance
• Numerous fun employee events throughout the year
• Volunteer and community engagement opportunities
• Employee loan discounts (closed-end loans)
• Service / anniversary awards
• Employee discounts for company logo wear
• Recognition and awards for outstanding team and individual performance (branch and member service center employees)
• Ongoing training opportunities
• Leadership development program
• Flexible scheduling for students