Digital Service Specialist (Online Banker)

Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for 70 years and welcomes everyone in Michigan to bank with us. We are financial champions committed to helping our members achieve financial success by rallying behind them and their goals. As the sixth largest Credit Union in Michigan, MSGCU has 22 branch offices in southeast Michigan...soon to be 23! We have over 450 team members, more than 145,000 members, $3.5 billion in assets, and a 95% member satisfaction rating for two decades.

We are a caring organization that strives to ensure an equitable and inclusive culture where everyone is valued and respected. With regular coaching and continuing education, we grow champions - team members dedicated to championing the success of our members. Our commitment to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press eleven years in a row.

If you have a passion for helping people and providing exceptional and dependable service, we want you on our team!

Information about our comprehensive total rewards package can be found here.

Overview of Responsibilities: Performs a broad range of member sales and service functions to deliver the desired member experience through digital channels and educate members on digital usage. Focuses on listening to identify member needs by asking questions and offering solutions in order to build loyal member relationships. Actively promotes MSGCU and its products and services by providing member support for digital services.

Essential Duties and Responsibilities:

• Provides internal and external member support for MSGCU's digital services including online and mobile banking, online bill payment, 3rd party payment services, and the MSGCU website. Receives and responds to all digital channel communications via phone, live chat, online banking, secured/unsecured email, video, co-browsing, and fax.
• Uses a consultative approach when serving members through video technology and other digital channels and asks high impact questions to identify members' perceived and unperceived needs. Listens for member cues and uses sales skills to successfully cross sell MSGCU's products and services as a solution.
• Follows MSGCU's service standards and completes member service responsibilities with focus and understanding in order to ensure accuracy. Member service responsibilities include, but are not limited to: processing loan applications, opening new memberships, opening IRAs, notary services, wires, and setting-up automated services.
• Assists members in completing traditional branch transactions through video technology and Interactive Teller Machines (ITM). Follows up with branch teams for support when transactions are unable to be completed digitally.
• Provides member education on digital services and assists members and team members with resolving issues with MSGCU's remote services..
• Effectively listens for cues and reviews account data to determine the nature and extent of members' needs and provides appropriate troubleshooting steps and resolution.
• Serves as help desk support for branch network for members' digital services inquiries and follows up with member service team when necessary.
• Completes the online account opening process by reviewing online membership applications for approval, updating required tracking, and sending documents to members.
• Assists with testing and implementation of new products as required.
• Uses Creating Member Loyalty skills to bridge the knowledge gap in digital communications in order to effectively handle member complaints and resolve issues by working with members to identify mutually beneficial solutions.
• Generates new business by asking for the business and for referrals.
• Maintains familiarity with competitor fees and products and has a general understanding of the current financial environment.

Essential Preparation and Training:

• High school diploma or GED; and
• 1 year of progressively responsible experience within a financial institution to become familiar with the variety of financial products and services and account options available required.
• Preference given to candidates with at least one year of experience supporting online or remote services.

Essential Knowledge, Skills, and Abilities:

• Member Focus: Builds strong member (internal/external) relationships by using active listening skills to gain insight into member needs, identifying opportunities to benefit the member, efficiently resolving problems, and providing superior quality service. Behavior consistently demonstrates engagement with members and commitment to MSGCU initiatives.

• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Communicates Effectively: Develops and delivers communications (verbal, including via phone, and written) that convey a clear understanding of the unique needs of different audiences. Considers the digital environment when building relationships with members and utilizes communication skills to build relationships in dynamic ways.
• Instills Trust: Gains the confidence of others by modeling honesty, integrity, authenticity, and behaviors that align with organizational values. Exemplifies courage by stepping up to address difficult issues.
• Self-Development: Actively seeks new ways to grow and be challenged using both formal and informal development channels.

• Ability to work in a highly organized, restrictive environment requiring extended periods at a fixed workstation.
• Proficient in the use of PCs, Microsoft Office, and other standard office equipment.
• Proficient in the use of remote technology such as smartphones, tablets, and mobile applications, as well as online budgeting software products. Keeps current with updates and trends in these areas.
• Strong attention to detail and problem solving skills.
• Average reasoning and mathematical ability.

Working Conditions:

• Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors.
• Occasionally required to travel throughout MSGCU's service area as business needs require.
• Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and security procedures on an annual basis to minimize risk.
• This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 10 pounds.

Compensation and Benefits:

Competitive salaries are just the starting point for MSGCU team members. We also champion our team members with enerous health benefits, vacation time, retirement plan contributions and discounts on loans and phone service also come with the job.

• Base hourly pay begins at $18.83 / hour
• Team members in this role are eligible to earn incentives as part of our variable compensation plan
• Medical, dental and vision on your first day! You can choose the most generous Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)
• If you are at least 21 years old, you will receive a 3% contribution from MSGCU, and a 100% match for the next 7% you contribute to your 401(k)
• You will enjoy 13 paid holidays and up to 120 hours of PTO your first year of service (pro-rated based on start date)
• More information about our comprehensive total rewards package can be found here