Part-Time Contact Center Specialist

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Part-Time Contact Center SpecialistJob Type: Part-TimeLocation: East Lansing, MILast Updated: 04/24/2009Job Description:TITLE: Contact Center SpecialistFLSA: Non-exemptDEPARTMENT: Contact CenterLOCATION: HeadquartersGENERAL SUMMARYUnder general supervision, but in compliance with established policies and procedures. Performs a broad variety of financial services. Assists members on the telephone, and via the mail with their financial transactions using the in-house computer system. Performs a variety of account maintenance. Solves complex problems by doing research using the in-house computer and source documents.PRINCIPAL DUTIES AND RESPONSIBILITIES1) Constant member contact through the Automated Call Distribution group as well as actively cross selling MSUFCU services and programs.2) Answer questions, complaints and solves problems for members concerning Credit Union services, by listening to problems, collecting data, researching, securing answers, and reporting results to the inquiring party. Perform necessary financially and file maintenance transactions required to make the necessary corrections.3) Assist members with opening and making deposits to Certificates of Deposit and Individual Retirement accounts (IRA). Provide members with information regarding types of certificates offered and interest rates.4) Perform necessary research for obtaining copies of checks for member's requests, subpoenas, court orders, etc.5) Responsible for daily balancing all financial transactions performed.6) Assists in servicing consumer loans by processing such items as payoffs, refinance, extensions, problem loan workout arrangements, changes of address and processes credit references.7) Completes requisite papers for implementing loan applications; obtains complete information on collateral offered; secures Power-of-Attorney and new or revised payroll deduction when necessary; where pertinent, promotes ACH as a method of repayment of loans. Secures proper signatures and witnesses on documents; verifies signatures.8) Makes the decision to grant credit requests within set approval limits and communicates it to the applicant. Disburses loans to the members. Prepares, sends, and processes denial notices to members whom have been denied loans.9) Handles incoming mail such as: funds to payoff loans, termination of lien requests, etc. Copies all Michigan titles and return to the member, write account number on our copy and RD108s to place for imaging and remove the tracking comments or service codes.10) Uses problem solving skills and good judgment to independently resolve errors and handle complaints.11) Participate in training activities within the department/branches, as well as some training outside the department. Such training helps to ensure staff compliance with Credit Union policies and state and federal regulations and laws.12) Performs other related duties as required.KNOWLEDGE, SKILLS AND ABILITIES REQUIRED1) Interpersonal and verbal skills necessary to relate to and empathize with other people and to maintain a friendly, cheerful, and courteous demeanor throughout the day.2) Must be able to cope with pressure resulting from a constant flow of telephone calls and dealing with impatient, and at times, irate members.3) Requires the ability to analyze problems, do necessary research using source documents and computer system to arrive at a proper solution.4) This position requires the flexibility to work at varying times when the Contact Center is open, which is currently 7 a.m. to 9 p.m. Monday through Friday and Saturdays from 9 a.m. to 3 p.m.5) Typing skills with emphasis on accuracy.6) Must have good verbal and written communications skills.7) High school diploma.8) Experience with personal computers and knowledge of various computer programs, such as Windows, WordPerfect, and Excel preferred.WORKING CONDITIONS1) Normal office conditions where there is little discomfort due to temperature, dust, noise, etc. Considerable effort and eyestrain from extensive use of CRT.2) A high amount of pressure to work efficiently, accurately, and maintain good member relations.3) Extensive member contact via the telephone.REPORTING RELATIONSHIPSPosition reports to Contact Center Manager and Vice-President, Contact Center.The above statements are intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be constructed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the rights of any supervisor to assign, direct, and control the work of employees under his or her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of similar kind of level of difficulty. MSU Federal Credit Union is an affirmative-action, equal-opportunity employer.04/09