Account Service Representative I​/II; Call Center - Inbound; ASRASR

Department Shift

Monday - Friday: 3rd shift 10:10 am – 7 pm

Rotating Saturdays (mandatory): 9:00 am – 1:00 pm

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.

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.

• 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.

• High School Diploma (general studies) – Required
• General Education Degree (GED) – In Lieu of H.S. Diploma

• 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

• 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.

Salary per hour, depending on experience and qualifications:

• Account Services Representative I – $20.00 – $21.59
• Account Services Representative II – $21.00 – $24.13

• 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

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.