Member Solutions Specialist I

Summary: American Eagle Financial Credit Union Incorporated is a purpose-driven organization focused on enriching lives and creating financial freedom. They are seeking a Member Solutions Specialist I to provide outstanding customer service, assist members with inquiries, and support them in navigating financial products and services. Responsibilities: - Provide professional, empathetic, and accurate assistance to members across all communication channels - Demonstrate active listening and ask clarifying questions to understand member needs - Follow established scripts, procedures, and guidelines while learning to make sound judgments - Recognize member frustration and utilize de-escalation techniques with support from senior staff - Accurately perform standard transactions and account maintenance requests with close adherence to procedures - Identify discrepancies and escalate issues using the proper resolution path when needed - Support members with basic account questions and digital banking navigation - Introduce members to core products and services using foundational product knowledge - Refer members to appropriate team members or departments when needs exceed training level - Partner with peers and supervisors when encountering unfamiliar or complex situations - Participate in team meetings and support a positive, collaborative service culture - Join community engagement activities as appropriate Required Qualifications: - High School Diploma/GED - 0-2 years of experience in customer service, call center, or financial services - Exceptional interpersonal and listening skills - Strong organizational, technical and time management skills - Ability to handle member inquiries in a high-paced call-center environment - Ability to provide professional, empathetic, and accurate assistance to members - Ability to demonstrate active listening and ask clarifying questions - Ability to follow established scripts, procedures, and guidelines - Ability to recognize member frustration and utilize de-escalation techniques - Ability to accurately perform standard transactions and account maintenance requests - Ability to identify discrepancies and escalate issues - Ability to support members with basic account questions and digital banking navigation - Ability to introduce members to core products and services - Ability to refer members to appropriate team members or departments - Ability to partner with peers and supervisors in complex situations - Willingness to participate in team meetings and community engagement activities Required Skills: Call Center Operations, Financial Services Knowledge, Transaction Processing, Digital Banking Navigation Benefits: Individual development plans, Educational reimbursement, Job shadowing across departments, Hands-on leadership practice through specialized trainings