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Members First Credit Union Contact Center Consultant/Call Center in Midland, Michigan

div class="row" div class="col-md-24"CONTACT CENTER CONSULTANT I/div div class="col-md-24" Non-ExemptReports to: Assistant Contact Center Manager Position OverviewThe primary purpose of this position is to assist Members First Credit Union to deliver on its mission: To encourage a better tomorrow. To achieve this mission, the position must deliver on our brand promise: We believe in you. Our promise is to be trustworthy, caring, and enthusiastic to help you succeed. You will do this by living out our core values in every service contact to both internal and external members. ul liemTrustworthy/em/li liWe deliver excellence through knowledge./li liWe can be depended upon to do the right thing./li liWe believe in exceeding expectations./li /ul liemCaring/em/li liWe are committed to encouragement and the power of positivity./li liWe respect all people, without judgment./li liWe give the best of ourselves when we join together./li /ul liemEnthusiastic/em/li liWe are hardworking, passionate people./li liWe encourage maximizing happiness and fun./li liWe thrive by finding new ways to help./li /ul /ul /ul Essential Dutiesbull; Create opportunities for expanded member relationship by determining the needs for additional product and services and recommend appropriate Credit Union solutions.bull; Handle phone inquiries on memberrsquo;s accounts, statements, histories and process transactions for members as requested.bull; Assist members with all eService platforms, including online banking, bill pay, mobile check deposits, etc.bull; Assist with troubleshooting a variety of debit card issue. Duties and ResponsibilitiesThe following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all duties, responsibilities and skills required of this position. Other duties may be assigned to meet business needs.bull; Deliver on the Credit Unionrsquo; Service Promises in every service situation.bull; Develop and maintain an effective level of product knowledge.bull; Answer calls with a first call resolution purpose.bull; Identify membersrsquo; financial needs and recommend appropriate Credit Union solutions.bull; Provide service to members that exceeds their expectations.bull; Maintain Sales and Service Performance Expectations.bull; Look for opportunities to increase the efficiency level of the department.bull; Responding to all forms of written inquiries from members.bull; Remind delinquent members that their payments are due.bull; Process member check orders.bull; Process Bill Pay request notifications daily.bull; Assist other departments with clerical duties as required.bull; Collect fees as required for services. General Sales Expectationsbull; Successfully use effective Sales Champion skills and behaviors.bull; Build relationships with current and new members. Offer products and services that will help improve their financial wellbeing.bull; Assist with the onboarding process that continues to build relationship with new members.bull; Inform members about and explain benefits of MFCU products and services to find the appropriate credit union solution for the member.bull; Make sure