General Information Primary Location: Grand Rapids, MI (5537 Glenwood) Employee Status: Full-Time Workplace Type: Fully On-Site Available Shift: Mon-Fri 11:30am-7:30pm, Rotating Saturdays 9:00am-1:00pm Who we are: At LMCU, you'll find more than just a job - discover a fulfilling career where your contributions truly matter. Join our talented team at Lake Michigan Credit Union and discover the difference an employer who puts people first can make in your career and life. About this position: The Call Center Specialist I role is responsible for providing exceptional service to members and potential members via telephone. This role requires a deep understanding of credit union products and services, excellent verbal and written communication skills, and the ability to multi-task in a fast-paced environment. In addition to meeting members' immediate needs, this role plays an important part in promoting financial well-being by identifying opportunities to educate members on products, services, and financial solutions that support their long-term financial success and goals. What you’ll do: Assists members and potential members with their telephone requests by answering questions, resolving concerns, and identifying opportunities to provide financial education and guidance. Strives to achieve first-contact resolution whenever possible by taking ownership of member needs, leveraging available resources, and delivering accurate, timely solutions. Escalates complex issues beyond their authority, provides recommendations, and ensures members remain informed throughout the resolution process. Serve as an on-call interpreter for the assigned location and internal departments requiring Spanish language member-facing support, including assisting with member meetings and transactions, explaining financial products and services, resolving language-related issues, and clarifying policies to enhance communication and member experience. Engages members in meaningful conversations to uncover needs and recommend appropriate products and services that support their financial well-being. Effectively explains product features and benefits, empowering members to make confident, informed decisions. Collaborates with internal departments and business partners to resolve member issues efficiently and deliver a seamless member experience when additional support or expertise is required. Protects member accounts and credit union assets by adhering to established member verification procedures. Identifies and escalates suspicious activity, potential fraud, or security concerns to the appropriate personnel promptly. Serves as a steward of member data by promoting accuracy, consistency, and compliance with data governance standards. Identifies, reports, and helps resolve data quality issues related to member account information to support informed decision-making and an exceptional member experience. Engage in employee-led coaching sessions with leadership by reflecting performance, identifying development opportunities, and taking accountability for achieving personal coaching goals and action plans. Adhere to and champion our core values of curious minds, collaborative hearts, and continuous excellence Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. What you’ll bring: One (1) or more years of experience in a customer service, contact center, banking, credit union, or financial services environment, including experience identifying member needs, resolving inquiries, and recommending products and services. High school diploma or equivalent required. Proficiency in spoken English and Spanish, with the ability to interpret between multiple parties. Candidates must complete a telephone-based language proficiency assessment during the application process. What you’ll get: All Employees: weekly pay and retirement savings options. Full-Time Employees: comprehensive health coverage including medical (with prescription), dental, vision, HSA match, paid parental leave, and tuition reimbursement. To see a full list of our benefit offerings, check out this helpful guide! Have additional questions about the role? Email the Talent Acquisition Team at: [email protected]. If you lack access to the internet or require an accommodation in the application process, please send your resume via mail to P.O. Box 2848, Grand Rapids, MI 49501-2848. LMCU is an Equal Opportunity Employer Lake Michigan Credit Union is fundamentally different than a bank, both in our structure and mission. Our goal has always been to do what is best for our members. This approach guides every decision we make and every service we offer. As a credit union, our goal isn’t to generate profits for shareholders, it’s to improve the lives of our members. LMCU is consistently rated in the top ten in the nation for Return of the Member by Callahan & Associates, meaning we give back more to our members in the form of higher rates when they save and lower rates when they borrow. At LMCU, the emphasis on delivering real value to our members has been job one, since day one. As one of the largest credit unions in the nation for several years running, LMCU has earned many awards and accolades such as inclusion as one of the 101 Best and Brightest Companies to Work For Nationally and being recognized by Forbes as a Great Place to Work. As an employee, you'll enjoy a stimulating, professional atmosphere, supported by the latest technology, training, and development. We recognize that a healthy balance between work, home life, and play is essential to our employees and our success. We offer a friendly, respectful and inclusive work environment, fun employee activities and rewarding community involvement opportunities. You’ll love working here at Lake Michigan Credit Union! LMCU is an Equal Opportunity Employer

Bilingual (English/Spanish) Call Center Specialist I.

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