Member Service Specialist I

The Opportunity

Make an impact responding to customer inquiries in our Member Sales & Service 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. This position allows for hybrid or full time working from home once fully trained and proficient.

Location – Member Contact Center-East Hartford, CT

Hours – Mon-Fri 8:30-5:15pm, Saturdays 8:30-12:30pm

You Are

Passionate About Helping Others

You are customer-centered and possess a positive, can-do attitude to help resolve issues. You take accountability to respond to customers’ needs holistically. You enjoy people and care about helping others attain financial freedom and making educated decisions about their finances. Focused on creating the optimal conditions for your customers to be successful.  

A Team Champion

Being part of an engaging culture based on our values of Trust, Care and Dependability, with the opportunity to grow your career is important to you. You are successful working independently and as part of a team, positively contributing towards organizational goals. You thrive in fast-paced environments with continuous opportunities to learn and grow. You are ready to belong to an enthusiastic team with passion for our mission and where your unique qualities are celebrated...

A Strong Communicator / Well Organized 

You have exceptional interpersonal and listening skills. You are able to ask probing questions to fully understand our customers’ needs and provide meaningful solutions for them. In addition, you possess strong organizational, technical and time management skills. 

We Are

A purpose-driven organization with a proud legacy. Guided by our mission to enrich lives and create a world where financial freedom is a reality, we lead with heart, show up authentically, and seek to uplift our members, communities, and each other. Our culture is our power, it fuels innovation, amplifies impact, and sets us apart as we grow together and reach new heights. 

Key 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: 
  1. Membership eligibility information
  2. 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
  3. Rate Information on all deposit products
  4. Account Information on balances, transaction information, check clearing, deposit verifications, statement information, and Visa Debit
  5. Checking:  Check orders, checks cleared, stop payments, minimum balances, 3 types offered (and benefits of each), Debit Card and transaction information.
  6. Automated Services:  Telephone Banking System, bill payment, Online Banking Access, Mobile Banking Access, direct deposit and payroll deduction. 
  7. Direct Deposit/Payroll Deduction:  Enrollment, changes, cancellation, error resolution.
  8. 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 leadership.  
• 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.

Education and/or Experience

High School Diploma or equivalent and 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. 

Opportunities for Growth

At AEFCU, your growth matters. We invest in your development with opportunities like individual development plans, educational reimbursement, job shadowing across departments, and hands-on leadership practice through specialized trainings. Whether you’re building new skills or exploring new paths, you’ll be supported every step of the way, because when you grow, we all rise together. 

AEFCU is an Equal Opportunity Employer Veterans/Disabled.