Contact Center Member Service Associate

EastRise Federal Credit Union•South Burlington, VT

About The Position

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

Requirements

A minimum of one year up to three years of similar or related experience, including preparatory experience.
A high school degree or equivalent.
Courtesy and tact are essential elements of the job.
Must be at least 18 years of age.
Favorable Background, Credit, Criminal, Bondability, and Reference Checks required.
Embody EastRise’ s Purpose, Guiding Principles and Cultural Guideposts.
Member Service
Communication
Reliability/ Dependability & Trustworthiness.
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
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.
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
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.

Nice To Haves

Previous customer service experience in a fast-paced call center environment preferred but not required.

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.
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
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.