| Company: | Municipal Employees Credit Union of Baltimore
Baltimore, MD |
| Job Location: |
Baltimore - Baltimore City County
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| Employment Type: | Part Time |
| Department: | E-Service & Call Center |
Description: |
The hours are:
Position (1): Mon-Friday (no Saturdays) 8:30 a.m. – 2:00 p.m.
Position (2): Mon-Friday (no Saturdays) 10 a.m. – 3:30 p.m.
Provide quality member service by assisting members and potential members with any telephone inquiry. Representative will provide accurate, responsive and professional service that consistently "delights" the member. Investigate and resolve complaints and problems pertaining to account status and MECU products and services.
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Duties: |
• Listening to the caller's issue(s); promptly respond to the request by initiating all appropriate system or operational changes.
• Accurately and promptly answer member inquiries regarding various Credit Union services and products including but not limited to checking and savings accounts, certificate of deposit, IRA's, and automated teller machine (ATM) transactions.
• Work with the branches and departments within the Credit Union to service existing accounts or resolve member concerns.
• Inform members of new or changing product or service information; appropriately, cross sells MECU products or services to meet established goals.
• Confer with the Call Center Team Leader/Supervisor regarding account and service problems outside standard operating guidelines to obtain a decision on how best to handle specific situations.
• Follow up on the status of member inquiries with appropriate departments, obtaining information regarding how and when customer concerns can be resolved.
• Operate within guidelines established to maintain quality service standards i.e. abandon rate, work/unavailable and wait time etc.
• Accurately inputs data/change requests and maintains logs as required.
• Provide assistance in sending needed correspondence to callers.
• Excellent direct member service skills, including the ability to handle irate members tactfully.
• Perform the duties of credit union operator as needed.
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Qualifications: |
High school diploma or general education degree (GED) and minimum 18 months experience working in a Call Center environment or (1) one year member service experience or equivalent combination of education and experience.
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