Member Service Agent
- 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.
- 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.
- 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 for employees based on hours worked
- 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 (full time only)
- 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
- 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)
- Discounts with local and national companies through DFCU Perks
- 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
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