Contact Center Member Service Associate

About the role

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

• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

• 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.

Qualifications

• 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.
• A high school degree or equivalent.

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

Benefits

• Compliance with all company policies and procedures, applicable laws and regulations.

Pay

• Competitive compensation package.

Schedule

• Monday - Friday, 8:00 am - 5:00 pm, with occasional Saturdays from 9:00 am - 1:00 pm.

Physical Requirements

• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs.
• Climb / descend stairs in emergency situation.
• Operate routine office equipment including telephone, copier, facsimile, and calculator.
• Routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Work extended hours whenever required or requested by management.
• 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.
• Regular, reliable and timely attendance.

Mental and/or Emotional Requirements

• Perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Read and carry out various written instructions and follow oral instructions.
• Speak clearly and deliver information in a logical and understandable sequence.
• Deal 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.
• Handle multiple, simultaneous, and changing priorities.
• Exercise highest level of discretion on both internal and external confidential matters.