Member Solutions Specialist I

About the role

Make an impact responding to customer inquiries in our Member Solutions Center, answering a wide variety of questions concerning credit union products and services. You would play a key role in solidifying our position of becoming our member’s primary financial institution, providing outstanding customer service to build member satisfaction and loyalty. Our highly engaged environment places focus on taking care of our members as well as each other.

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.
• Collaborate 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.

Requirements

This role requires the ability to handle member inquiries in a high-paced call-center environment with exceptional member experience. While this level of service will generally be attained with a minimum of one year in a previous customer service, call center, or financial services role and High School Diploma/GED, priority will be placed upon the demonstration of the ability to meet qualifications without an absolute focus on duration of experience, in recognition that the attainment of such qualifications may be obtained at different paces by different individuals.

Qualifications

While not specified, candidates should demonstrate the ability to meet the requirements without an absolute focus on duration of experience.

Skills

A Strong Communicator / Well Organized: Exceptional interpersonal and listening skills, ability to ask probing questions to fully understand member needs, and strong organizational, technical, and time management skills.

Benefits

AEFCU offers opportunities for growth including individual development plans, educational reimbursement, job shadowing across departments, and hands-on leadership practice through specialized trainings. Opportunities for growth matter at AEFCU, and we support your development every step of the way.

Pay

$20-$22 an hour (depending on experience, education, aptitude & equity)

Schedule

Monday-Friday 10am-4pm, Every Saturdays 8:30am-12:30pm (one day off per week)