Contact Center Consultant I

Employer: Members First Credit Union Job Category: Contact Center Employment Type: Full-Time Work Arrangement: Hybrid potential, based on meeting all position expectations Location: Wackerly, Midland, MI 48640; one additional location not specified Reports to: Contact Center Leader ## Position Overview Members First Credit Union is seeking a Contact Center Consultant to assist members on their financial journey by delivering first-call resolution and excellent service in a fast-paced, high-volume call center. This role requires accuracy, attention to detail, and skill navigating multiple systems. We strive to create an atmosphere of belonging with no judgment, just opportunity. We are interconnected to each other, and when we embrace our true authentic selves, we are stronger. We will empower you to be the best version of yourself while helping you to flourish in work and life. Come join us to help create thriving communities! The primary purpose of this position is to assist Members First Credit Union to deliver on its mission, vision, and brand promise. You will do this by living out our core values in every service contact to both internal and external members. At the heart of our Employee Value Proposition lies the belief in purpose, belonging, and joy, fostering a culture where every team member feels invested and encouraged to make a meaningful impact in the lives of others. ## Essential Duties - "We empower people in their journey of wellbeing" - MFCU is looking for a Contact Center Representative who is Trustworthy, Caring, and Enthusiastic in receiving and processing MFCU member requests with a first call resolution. Collaborates with staff to cross-sell and increase member share of wallet. Ensures security and compliance procedures are followed in all transactions. - This position has hybrid availability based on meeting all position expectations. Must be available to work 8 a.m. to 6 p.m. M-F, Saturday business hours as scheduled, and some outside of normal working hours for meetings and/or education/trainings. Saturday shifts rotate. - Deliver on the Credit Union's Promises in every service situation. - Develop and maintain an effective level of product knowledge. - Maintain consistent phone availability and efficiently handle member calls, striving to achieve first-call resolution whenever possible while delivering exceptional member service. - Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within first year of service with M1. ## Duties and Responsibilities These statements describe the general nature and level of work and are not an exhaustive list of duties, responsibilities and skills. Other duties may be assigned to meet business needs. Create opportunities for expanded member relationship by determining the needs for additional product and services and recommend appropriate Credit Union solutions. Deliver a trustworthy lending by phone application experience that aligns with our lending strategies. Input consumer loan applications utilizing the credit unions lending platform. Handle phone inquiries on member's accounts, statements, histories and process transactions for members as requested. Provide service to members that exceeds their expectations. Ensure proper identification and utilize secure processes/procedures for all requests including asking questions to help mitigate potential fraud. Answer calls with a first call resolution purpose. I