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

About the role

MECU is a not‑for‑profit financial institution with over $1.2 billion in assets, located in historic downtown Baltimore, serving more than 100,000 members. The Credit Union is seeking an Account Services Representative (ASR) I for a full‑time position in its downtown Baltimore call center. The role includes a subsidized parking or MTA benefit and requires successful completion of an electronic assessment.

Responsibilities

• Under general supervision (ASR I) or moderate supervision (ASR II), project 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.
• Investigate and resolve complaints and problems pertaining to account status and MECU products and services (ASR II).
• Effectively cross‑sell MECU products and services (ASR II).
• Demonstrate excellent phone and communication skills.
• Member (Coworker) Service: Develop positive relationships by listening carefully and respectfully; make and fulfill commitments to resolve member/coworker issues; demonstrate sensitivity to the member's/coworker's sense of urgency; follow up to ensure satisfaction with both process and outcome.
• Routine Account‑Related Inquiries: Determine members’ specific account needs during contact; work with branches and departments to resolve member concerns; answer inquiries about various credit union services and products; confer with management on account/service problems outside standard guidelines to obtain decisions.
• Member Issue Resolution: Research and resolve member problems, acting as the member liaison between other departments when necessary.
• Products/Service Knowledge: Maintain current knowledge of all key products and services, understand their benefits and constraints, and use that 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 supervision, duties may change from time to time.
• Physical demands: Regularly required to sit; use hands and fingers to handle objects, tools, keyboards or controls; talk and hear. Occasionally required to stand, walk, reach with hands and arms, and stoop or kneel. Must regularly lift/move files and equipment up to 15 lb and occasionally lift/move up to 25 lb. Vision requirements include close vision, ability to adjust focus, and viewing a computer screen for extended periods. Reasonable accommodations may be made for individuals with disabilities.

Requirements

• Education: High School Diploma (general studies) – Required; General Education Degree