What are the responsibilities and job description for the Contact Center Representative I position at Marshall Community Credit Union?
Description
MCCU is looking for a Contact Center Representative I to join our Member Experience team. This role is the first voice members hear when they call in, and what they need can range from a quick balance question to setting up a wire transfer to navigating a debit card issue.
Day to day, you'll handle inbound calls and process a full range of member transactions, things like account maintenance, ACH and payroll setup, stop payments, check ordering, and eServices enrollment. You'll troubleshoot digital access issues, help members get the most out of MCCU's products and services, and look for natural opportunities to point them toward something that genuinely fits their financial goals. You'll also play a real role in protecting our members, staying alert to signs of fraud or elder financial exploitation and knowing how to escalate when something doesn't look right.
This job rewards people who like working through a clear process, one step at a time, and who take real pride in getting the details right. You'll spend time learning our systems and procedures, and then applying that knowledge consistently, call after call. If you'd rather master a steady set of responsibilities than constantly switch gears, you'll likely find this role satisfying.
You'll be working alongside a cooperative team that values dependability over competition, in a contact center environment where the phone and the computer are your main tools all day.
What is in it for you? MCCU offers staff a competitive wage, great employee benefits (medical/dental/vision/life/AD&D/disability), a generous 401k match, and the opportunity to grow as a person and in the organization. We are a welcoming and accepting group of community focused individuals. MCCU gives to community organizations, pays staff to volunteer locally, and encourages community involvement.
Requirements
MCCU is looking for a Contact Center Representative I to join our Member Experience team. This role is the first voice members hear when they call in, and what they need can range from a quick balance question to setting up a wire transfer to navigating a debit card issue.
Day to day, you'll handle inbound calls and process a full range of member transactions, things like account maintenance, ACH and payroll setup, stop payments, check ordering, and eServices enrollment. You'll troubleshoot digital access issues, help members get the most out of MCCU's products and services, and look for natural opportunities to point them toward something that genuinely fits their financial goals. You'll also play a real role in protecting our members, staying alert to signs of fraud or elder financial exploitation and knowing how to escalate when something doesn't look right.
This job rewards people who like working through a clear process, one step at a time, and who take real pride in getting the details right. You'll spend time learning our systems and procedures, and then applying that knowledge consistently, call after call. If you'd rather master a steady set of responsibilities than constantly switch gears, you'll likely find this role satisfying.
You'll be working alongside a cooperative team that values dependability over competition, in a contact center environment where the phone and the computer are your main tools all day.
What is in it for you? MCCU offers staff a competitive wage, great employee benefits (medical/dental/vision/life/AD&D/disability), a generous 401k match, and the opportunity to grow as a person and in the organization. We are a welcoming and accepting group of community focused individuals. MCCU gives to community organizations, pays staff to volunteer locally, and encourages community involvement.
Requirements
- High school diploma or equivalent
- 1 to 3 years of customer service experience, ideally in a financial institution, call center, or similar setting
- Comfort and familiarity with standard office technology and willingness to learn core banking platforms
- Strong verbal communication skills with a professional, member-first approach
- Ability to follow established procedures closely and maintain accurate records
- Awareness of fraud indicators and willingness to follow established escalation procedures