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American Eagle Financial Credit Union · 2 weeks ago

Member Service Specialist I

East Hartford, CT, US

Full-time

Hybrid

Entry Level

1+ years exp

American Eagle Financial Credit Union is a purpose-driven organization focused on enriching lives and creating financial freedom. The Member Service Specialist I role involves responding to customer inquiries, providing outstanding service, and assisting members with utilizing Credit Union products and services.

BankingConsultingFinanceFinancial ServicesInsurance

Responsibilities

Fully knowledgeable in Credit Union products and services, ensuring a timely and accurate response to telephone inquiries from members regarding, but not limited to: Membership eligibility information

Share Information/Processing Transactions for Regular Share Accounts, Certificates of Deposit, Money Market Accounts and involving opening and closing of accounts, balances, transfers, rate information

Rate Information on all deposit products

Account Information on balances, transaction information, check clearing, deposit verifications, statement information, and Visa Debit

Checking: Check orders, checks cleared, stop payments, minimum balances, 3 types offered (and benefits of each), Debit Card and transaction information

Automated Services: Telephone Banking System, bill payment, Online Banking Access, Mobile Banking Access, direct deposit and payroll deduction

Direct Deposit/Payroll Deduction: Enrollment, changes, cancellation, error resolution

Other: Address changes, transfer of funds between accounts, hours of operation, branch locations, internet access, fees, money order information, travelers’ check information, savings bond information, investment service referral, club accounts, Revocable Living Trust account

Responds to member’s inquiries regarding access to services, account utilization and information

Resolves member discrepancies with all products and services in a timeframe pre-determined by the standards established by the Manager, Member Contact Center

Regularly interfaces with other departments to research and resolve member problems and disputes in a timely and effective manner, maintaining member satisfaction whenever possible

Assists members with making the most effective use of services offered by the Credit Union by offering solutions to problems with utilization of services

Actively cross-sells Credit Union products and services and acts as a resource of information to educate members on the features and benefits of our products and services, exceeding the member’s expectations and building long-term member relationships

Works independently, resolving member issues in a courteous and professional fashion, problem-solving quickly and accurately, using sound judgement in making exceptions for members within the guidelines established by the Manager, Member Contact Center

Handles a high volume of phone calls daily, balancing the need for a quick telephone response time, quality member service, while dealing with member complaints

Demonstrates excellent communication skills and listening skills, enabling timely response to member inquiries and complaints

May be assigned other duties by the Manager, Member Contact Cent

Qualification

Customer ServiceCommunication SkillsCall Center ExperienceProblem SolvingTeamworkTime ManagementInterpersonal SkillsOrganizational Skills

Required

High School Diploma or equivalent

Minimum of one to three years of experience in a call center environment, or Member Services, Lending, or Member Accounts; or equivalent combination of education and experience

Exceptional interpersonal and listening skills

Strong organizational, technical and time management skills

Ability to ask probing questions to fully understand customers' needs and provide meaningful solutions

Ability to work independently and as part of a team

Ability to thrive in fast-paced environments

Ability to handle a high volume of phone calls daily

Demonstrates excellent communication skills and listening skills