Member Service Representative

Overview of Responsibilities

• Processes loan applications, opens new memberships, opens IRAs, sets up automated services, and supports the Call Center as needed.
• Explain ownership options, eligibility requirements for membership, and ensures all paperwork, documentation, and signatures are completed accurately as required.

Relationships

• Builds trusting relationships with members by being the financial expert and showing a sincere interest in the member and their financial success.
• Uses Creating Member Loyalty skills to effectively handle member complaints and resolve issues by working with members to identify mutually beneficial solutions.

Cross-Selling

• Uses a consultative approach when serving members, asking high impact questions to identify and meet member perceived and unperceived needs.
• Learns in-depth knowledge of MSGCU products and services to cross-sell and offer solutions for member needs by focusing on the benefits and value to the member.
• Offers Credit Life, Credit Disability, and GAP when identified in the members' best interest and to protect MSGCU.
• Generates new business by asking for business and referrals.

Core Competencies

• Member Focus: Builds strong member relationships by using effective listening skills to gain insight into member needs and identifying opportunities to benefit the member, efficiently resolving problems, and providing superior quality service in a professional, efficient, and courteous manner.
• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Completes responsibilities with a high level of excellence, professionalism, efficiency, accuracy, and responsibility for outcomes.
• Communicates Effectively: Actively listens, provides timely and helpful information, shares, collaborates, and participates in team discussions.
• Instills Trust: Gains the confidence of others by modeling honesty, integrity, authenticity, and behaviors that align with organizational values. Makes responsible choices and exemplifies courage by stepping up to address difficult issues.
• Self-Development: Actively seeks new ways to grow and be challenged using both formal and informal development channels; demonstrates a willingness to step into other areas as requested.

Education and Experience Requirements

• High school diploma or GED;
• 1 year of progressively responsible experience within a financial institution to become familiar with the variety of financial products and services and account options available.

Working Conditions

• Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors.
• Occasionally required to travel throughout MSGCU’s service area in order to support other branches as business needs require.
• Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and procedures to be followed on an annual basis to minimize risk.
• This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 10 pounds.

Compensation and Benefits

• Base hourly pay begins at $18.65 / hour.
• Team members in this role are eligible to earn incentives as part of our variable compensation plan.
• Medical, dental, and vision on your first day! You can choose the most generous Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family).
• If you are at least 21 years old, you will receive a 3% contribution from MSGCU, and a 100% match for the next 7% you contribute to your 401(k).
• You will enjoy 12 paid holidays and up to 120 hours of PTO your first year of service (pro-rated based on start date).

Location

This position is located at 50300 Gratiot Ave, Chesterfield, MI. View the Google Map in full screen.