Contact Center Member Service Associate

for prose. We need to decide what goes into each section. About the role: maybe first paragraph: "The Contact Center Member Service Associate delivers efficient, accurate, and courteous service to members across the Contact Center’s service delivery channels (phone, chat, text) ensuring adherence to established policies and procedures. Engages in empathetic, member-focused interactions to understand individual needs and financial goals. Conducts discovery conversations to identify opportunities for support and refers members to appropriate specialists when advanced assistance is required. Strives to create a positive and seamless service experience with every interaction." Responsibilities: list of duties under Specific Duties Include... plus the subcategories: Member Engagement & Transactional Excellence, Financial Guidance & Relationship Building, Product Expertise & Digital Support, Team Collaboration & Operational Support, Technical Agility & Adaptability. Each has bullet points. We'll create a

with
• items for each duty. Could combine. Requirements: Experience (minimum one year up to three years of similar or related experience, including preparatory experience. Previous customer service experience in a fast-paced call center environment preferred but not required.) Education/Certifications/Licenses (A high school degree or equivalent.) Must be at least 18 years of age. Favorable Background, Credit, Criminal, Bondability, and Reference Checks required. (Motor Vehicle check dependent on position.) Travel to other branches or locations as required. Embody EastRise’ s Purpose, Guiding Principles and Cultural Guideposts. Member Service; Communication; Reliability/ Dependability & Trustworthiness. (That seems more like skills/values but could be part of Requirements? Might be better as Skills.) We'll keep those as Requirements? Actually "Embody EastRise’ s Purpose, Guiding Principles and Cultural Guideposts. Member Service; Communication; Reliability/ Dependability & Trustworthiness." sounds like core competencies/values, could be Skills. We'll treat as Skills. Skills: list: Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions. Other Skills: Must be at least 18 years of age (already in Requirements). Favorable Background... (maybe Requirements). Other Skills: Effective problem-solving skills Solid attention to detail and accuracy skills Proficiency in operating computers, keyboard, standard office equipment Managing multiple priorities on time and with accuracy Superior customer service skills Ability to use sound judgement in decision making Effective problem-solving skills Solid attention to detail and accuracy skills Demonstrate empathy in speaking with others about sensitive or difficult situations Works well with a variety of personalities in a fast-paced environment Physical Requirements (list). Working Conditions (list). Mental and/or Emotional Requirements (list). This is a lot. We need to separate Skills vs Requirements vs Qualifications. The instruction says we can have Qualifications section. Might be better to put Experience/Education under Qualifications, and Requirements under Requirements (like age, background checks, travel). Skills under Skills. Let's decide. Qualifications: Experience and Education/Certifications/Licenses. Requirements: Age, background checks, travel, embody purpose? Actually embody purpose maybe more like qualifications/skills. We'll put age, background checks, travel, physical requirements? Physical requirements maybe under Requirements as well. Skills: Interpersonal skills, other skills (problem solving, attention to detail, computer proficiency, multitasking, customer service, judgement, empathy, works well with variety, etc.) Schedule: Monday - Friday, 8:00 am - 5:00 pm, with occasional Saturdays from 9:00 am - 1:00 pm. We must not include sections with filler like "commensurate with experience". Not present. We need to ensure we don't duplicate content. Let's extract all substantive info. Original text broken down: Paragraph 1: role description. Then "Specific Duties Include Member Engagement & Transactional Excellence: Serve as a point of contact for members, delivering a warm, professional, and empathetic experience. Accurately and efficiently process a wide range of financial transactions in accordance with internal policies and regulatory standards. Support members with account maintenance, card services, basic digital and mobile banking, and other routine service needs, ensuring a seamless and personalized interaction." Then "Financial Guidance & Relationship Building Conduct discovery conversations to understand members’ financial goals and needs. Leverage deep product knowledge to recommend appropriate solutions and refer members to specialized teams when advanced expertise is required. Build lasting relationships by demonstrating empathy, active listening, and a commitment to member success" Then "Product Expertise & Digital Support Maintain a strong understanding of EastRise’s full suite of products and services, with a particular emphasis on digital tools and troubleshooting. Guide members in adopting and navigating digital solutions, enhancing their self-service capabilities and overall experience." Then "Team Collaboration & Operational Support Partner with peers and leadership to ensure operational excellence and resolve complex service issues. Contribute to continuous improvement initiatives by identifying process enhancements and supporting implementation efforts." Then "Technical Agility & Adaptability Demonstrate technical proficiency and adaptability in a fast-paced, technology-driven environment. Stay current with system updates and emerging tools to ensure efficient service delivery and support innovation within the contact center." Then "Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control." Then "Experience A minimum of one year up to three years of similar or related experience, including preparatory experience. Previous customer service experience in a fast-paced call center environment preferred but not required." Then "Education/Certifications/Licenses A high school degree or equivalent." Then "Interpersonal Skills Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions." Then "Other Skills Must be at least 18 years of age. Favorable Background, Credit, Criminal, Bondability, and Reference Checks required. (Motor Vehicle check dependent on position.) Travel to other branches or locations as required. Embody EastRise’ s Purpose, Guiding Principles and Cultural Guideposts. Member Service; Communication; Reliability/ Dependability & Trustworthiness." Then list of skills: "Effective problem-solving skills Solid attention to detail and accuracy skills Proficiency in operating computers, keyboard, standard office equipment Managing multiple priorities on time and with accuracy Superior customer service skills Ability to use sound judgement in decision making Effective problem-solving skills Solid attention to detail and accuracy skills Demonstrate empathy in speaking with others about sensitive or difficult situations Works well with a variety of personalities in a fast-paced environment" Then "Physical Requirements Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of local travel as driver to NEFCU facilities to work; and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance." Then "Working Conditions Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise." Then "Mental and/or Emotional Requirements Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters." We need to include all substantive info. We'll categorize. About the role: first paragraph. Responsibilities: the Specific Duties Include sections (Member Engagement..., Financial Guidance..., Product Expertise..., Team Collaboration..., Technical Agility...). Also maybe "Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control." This is a requirement but could be under Responsibilities? It's more of a requirement/compliance. We'll put under Requirements maybe. Qualifications: Experience and Education/Certifications/Licenses. Requirements: Age (must be at least 18), background checks, travel, embody purpose? Actually embody purpose maybe more like values/skills. We'll put embody purpose under Skills or Qualifications? It's more like expected behavior; could be Skills. We'll put under Skills. Physical Requirements, Working Conditions, Mental and/or Emotional Requirements: these are requirements as well. Could be under Requirements. Skills: Interpersonal Skills, Other Skills list (problem solving, attention to detail, computer proficiency, multitasking, customer service, judgement, empathy, works well with variety). Also maybe "Effective problem-solving skills" appears twice; we can deduplicate. We need to avoid duplication. Let's compile unique items. Interpersonal Skills: Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions. Other Skills list: - Effective problem-solving skills - Solid attention to detail and accuracy skills - Proficiency in operating computers, keyboard, standard office equipment - Managing multiple priorities on time and with accuracy - Superior customer service skills - Ability to use sound judgement in decision making - Demonstrate empathy in speaking with others about sensitive or difficult situations - Works well with a variety of personalities in a fast-paced environment Also "Embody EastRise’ s Purpose, Guiding Principles and Cultural Guideposts. Member Service; Communication; Reliability/ Dependability & Trustworthiness." This could be a skill/value. We'll include that as a skill. Now Requirements: Age >=18, favorable background/credit/criminal/bondability/reference checks required (Motor Vehicle check dependent on position). Travel to other branches or locations as required. Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act