ADVANCED JOB SEARCH > Careers that nourish lives

Member Connections Representative - Mill City Credit Union

Job Number: 1431

Work Location: US-MN-Minnetonka

Careers that nourish lives.

 

Our people have an opportunity to nourish lives around the globe every day. One of the world’s leading food companies, General Mills operates in more than 100 countries and markets more than 100 consumer brands, including Cheerios, Häagen-Dazs, Nature Valley, Betty Crocker, Pillsbury, Green Giant, Old El Paso, Yoplait and more. Headquartered in Minneapolis, General Mills had global net sales of US$17.8 billion during fiscal 2013.

 

We seek out the best talent, then give them development resources, support and the chance to lead something big. Choosing a career with General Mills means joining a company that makes a difference in the lives of millions of people. There is tremendous opportunity here for individuals who want to advance the industry through innovation and nourish the world.

 

 

EOE/Minorities/Females/Vets/Disabilities

Mill City Credit Union, a $300 million financial institution, is an equal opportunity, affirmative action employer that serves General Mills employees, retirees and their families nationwide, and individuals who live, work, worship, volunteer, attend school, or conduct business in Carver, Hennepin, Meeker, McLeod, and Wright counties in Minnesota.

 

Mill City Credit Union headquarters is located in Minnetonka, MN with three other branch locations in Golden Valley, as well as Cedar Rapids, IA, Belvidere, IL, Hannibal, MO, and Murfreesboro, TN. Mill City CU offers a comprehensive benefits package with medical, dental, paid vacation, sick time and an incentive program.

 

Our general hours of operation are from 8am – 5pm, Monday – Friday. Extended hours at specific branches are from 6:45am – 6pm, Monday – Friday.

 



The Member Connections Representative (MCR) interacts with all areas of the credit union.  The primary responsibility is providing  IMPRESSive member service through member phone calls and electronic forms of communication.  The MCR answers a wide variety of member questions, handles member requests, performs transactions, and provides information on most credit union services and products and service channels.



Accountabilities

  • Serve members by providing service and information in a pleasant, professional, and efficient manner via telephone and electronic services, i.e. Live Chat, Email.
  • Assist and  educate members with selecting the products and services that best meet their needs and recommend other complimentary services to provide member satisfaction, increase product penetration, and promote the Credit Union.
  • Resolve member issues, questions and complaints.  Research, investigate, and document member problems or complaints and/or direct these matters through proper channels to ensure follow up to achieve member satisfaction.
  • Solicit and accept member requests to open/close accounts and memberships, verify accounts, accept loan applications and order/change PIN requests for electronic services including 24 hour phone banking and Virtual Branch.
  • Troubleshoot member issues with Virtual Branch, Mobile Banking and Bill Payment.
  • Delegate to the appropriate department member requests for account research or investigation including additional support functions approved by the department manager.
  • Assist members with loan questions and initial application process.
  • Maintain thorough knowledge of credit union products and services and understand the department’s internal processes that support these products and services. 
  • Maintain an up-to-date and comprehensive knowledge on all credit union policies and procedures, including Right to Financial Privacy procedures.
  • Exercise discretion, judgment, and initiative regarding transaction problems and inquiries.
  • Maintain confidentiality of member account information.  Follow established policies and procedures in responding to inquires and requests.
  • Follow Bank Secrecy Act (BSA) policies and procedures as they relate to this position.
  • Contribute to a positive working environment.
  • Make outbound calls to current members in order to follow up on earlier requests and to make members aware of other products/services that may be beneficial to their financial situation.
  • Demonstrate excellent member service and sales skills; Display professional image.
  • Act as a team player within the department, and the credit union as a whole.
  • Able to work independently, with little supervision.
  • Willing and able to be flexible and adaptable to changing job requirements.
  • Contribute effectively to personal/individual, department and organizational goals.
  • Ability to prioritize daily work responsibilities in a fast-paced environment.

Competencies

  • Enjoy interacting with a wide variety of people.
  • Bias towards details and results orientation.
  • Professional communication (written and verbal).
  • Team player.
  • Maturity, confidentiality and adaptability.
  • Positive member/customer impact.
  • Learning agility.
  • Strong time management skills.
  • Good organizational skills.
  • Self-starter.

 

Qualifications

  • High School degree required.
  • Associates or bachelors degree preferred.
  • 1+ years prior credit union/banking experience required.
  • 1+ years prior sales and customer service experience in a call center environment required.
  • Excellent verbal and written communication skills.
  • Proven superior customer/member service skills including ability to cross-sell services and products.
  • High attention to detail, accuracy and thoroughness.

 

Other Requirements

The call center fields many calls related to electronic channels including Virtual Branch, Mobile Banking/Deposit and loan applications. The marketing and IT department provide tips and workarounds when there are known platform issues. The ideal representative should have some comfort with various IT terminology and helping others troubleshoot issues.

 

Physical Requirements of the Position

Continuous sitting. Occasional walking. Occasional standing. Occasional lifting up to 20 pounds. Occasional bending and/or reaching for supplies on ground level. Occasional reaching above shoulder level for supplies overhead. Frequent repetitive use of hands such as simple grasping, twisting/turning of wrists, and finger dexterity to perform various accounting duties such as using a 10 key calculator, keyboarding and entering data into the computer system. Frequent speaking, listen and hearing for interaction with members, staff, and the general public. Occasional clarity of vision at 20 inches or less. Frequent clarity of vision at 20 feet or more.

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