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Member Solutions Specialist I
Entry LevelHybrid
Location
East Hartford, CT
Salary
Not listed
Experience
Not specified
Posted
1 day ago
Skills
call center operationsfinancial services knowledgetransaction processingdigital banking navigation
Job Description
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
Benefits
Individual development plans
Educational reimbursement
Job shadowing across departments
Hands-on leadership practice through specialized trainings