Account Service Representative I/II (Call Center) - Inbound (162ASR1/162ASR2)
MECU Credit Union, Baltimore, MD, United States
Department Shift
Monday - Friday:
3rd shift 10:10 am – 7 pm
Rotating Saturdays (mandatory):
9:00 am – 1:00 pm
MECU Credit Union MECU is a not‑for‑profit financial institution committed to helping its members and community by offering high‑quality financial products and services. With more than $1.2 billion in assets and located in historic downtown Baltimore, MD, MECU proudly serves more than 100,000 members.
Position Overview Account Services Representative I
Under general supervision, projects a professional company image through telephone interactions with members. Answers incoming calls to provide information about products and services and handles inquiries over the telephone. Requires excellent phone and communication skills.
Account Services Representative II
With moderate supervision, projects a professional company image through telephone interactions. Handles and resolves complaints and problems related to account status and MECU products, effectively cross‑sells products, and demonstrates excellent communication skills.
Position‑Specific Competencies
Member (Coworker) Service:
Develops positive relationships, listens carefully, fulfills commitments, demonstrates sensitivity to urgency, and follows up to ensure satisfaction.
Routine Account‑Related Inquiries:
Determines members’ account needs, works with branches and departments, answers inquiries, and consults management for non‑standard situations.
Member Issue Resolution:
Researches and resolves member problems, acting as liaison between departments.
Products/Service Knowledge:
Possesses current knowledge of all key products, understands benefits and constraints, and uses knowledge to meet member needs.
Cross‑Sell Products:
Cross‑sells products and services based on member needs, following program standards.
Based on business needs and supervisory determination, duties may change from time to time.
Education
High School Diploma (general studies) – Required
General Education Degree (GED) – In Lieu of H.S. Diploma
Experience
ASR I – Twelve (12) months Call Center – Required
ASR I – One (1) year Member/Customer Service – Required
ASR II – Eighteen (18) months Call Center – Required
ASR II – One (1) year Member/Customer Service – Required
Qualifications
Strong computer application skills.
Strong oral and written communication skills.
Must be results oriented.
Quick learner and motivated to perform consistently.
Attendance and punctuality are a must.
Compensation Salary per hour, depending on experience and qualifications:
Account Services Representative I – $20.00 – $21.59
Account Services Representative II – $21.00 – $24.13
Benefits at MECU Credit Union
Medical, Dental, and Vision Coverage for employees and families
401(k) Plan with Employer Match
Company‑paid short‑term disability, long‑term disability, and life insurance
Tuition Assistance
Employee Assistance Program (EAP)
Parking Discounts
Long‑Term Care Insurance
Time Off: annual, sick, and safe leave
Physical Demands Requires sitting, hand use, talking, hearing, occasional standing, walking, reaching, stooping, and kneeling. Must lift and move items up to 15 lb regularly and up to 25 lb occasionally. Requires good close vision and the ability to view a computer screen for extended periods. Reasonable accommodations may be made for individuals with disabilities.
MECU of Baltimore, Inc. is an equal‑opportunity/affirmative‑action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. MECU conducts credit, bond, and background checks.
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3rd shift 10:10 am – 7 pm
Rotating Saturdays (mandatory):
9:00 am – 1:00 pm
MECU Credit Union MECU is a not‑for‑profit financial institution committed to helping its members and community by offering high‑quality financial products and services. With more than $1.2 billion in assets and located in historic downtown Baltimore, MD, MECU proudly serves more than 100,000 members.
Position Overview Account Services Representative I
Under general supervision, projects a professional company image through telephone interactions with members. Answers incoming calls to provide information about products and services and handles inquiries over the telephone. Requires excellent phone and communication skills.
Account Services Representative II
With moderate supervision, projects a professional company image through telephone interactions. Handles and resolves complaints and problems related to account status and MECU products, effectively cross‑sells products, and demonstrates excellent communication skills.
Position‑Specific Competencies
Member (Coworker) Service:
Develops positive relationships, listens carefully, fulfills commitments, demonstrates sensitivity to urgency, and follows up to ensure satisfaction.
Routine Account‑Related Inquiries:
Determines members’ account needs, works with branches and departments, answers inquiries, and consults management for non‑standard situations.
Member Issue Resolution:
Researches and resolves member problems, acting as liaison between departments.
Products/Service Knowledge:
Possesses current knowledge of all key products, understands benefits and constraints, and uses knowledge to meet member needs.
Cross‑Sell Products:
Cross‑sells products and services based on member needs, following program standards.
Based on business needs and supervisory determination, duties may change from time to time.
Education
High School Diploma (general studies) – Required
General Education Degree (GED) – In Lieu of H.S. Diploma
Experience
ASR I – Twelve (12) months Call Center – Required
ASR I – One (1) year Member/Customer Service – Required
ASR II – Eighteen (18) months Call Center – Required
ASR II – One (1) year Member/Customer Service – Required
Qualifications
Strong computer application skills.
Strong oral and written communication skills.
Must be results oriented.
Quick learner and motivated to perform consistently.
Attendance and punctuality are a must.
Compensation Salary per hour, depending on experience and qualifications:
Account Services Representative I – $20.00 – $21.59
Account Services Representative II – $21.00 – $24.13
Benefits at MECU Credit Union
Medical, Dental, and Vision Coverage for employees and families
401(k) Plan with Employer Match
Company‑paid short‑term disability, long‑term disability, and life insurance
Tuition Assistance
Employee Assistance Program (EAP)
Parking Discounts
Long‑Term Care Insurance
Time Off: annual, sick, and safe leave
Physical Demands Requires sitting, hand use, talking, hearing, occasional standing, walking, reaching, stooping, and kneeling. Must lift and move items up to 15 lb regularly and up to 25 lb occasionally. Requires good close vision and the ability to view a computer screen for extended periods. Reasonable accommodations may be made for individuals with disabilities.
MECU of Baltimore, Inc. is an equal‑opportunity/affirmative‑action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. MECU conducts credit, bond, and background checks.
#J-18808-Ljbffr