Member Solutions Specialist I

American Eagle Financial Credit Union Incorporated • East Hartford, CT

9d • Hybrid

About The Position

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. This position allows for hybrid or full time working from home once fully trained and proficient.

Requirements

• Customer-centered with a positive, can-do attitude to help resolve issues.
• Ability to respond to customers’ needs holistically.
• 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.
• Successful working independently and as part of a team, positively contributing towards organizational goals.
• Thrive in fast-paced environments with continuous opportunities to learn and grow.
• Exceptional interpersonal and listening skills.
• Able to ask probing questions to fully understand our customers’ needs and provide meaningful solutions for them.
• Strong organizational, technical and time management skills.
• Ability to handle member inquiries in a high-paced call-center environment with exceptional member experience.
• High School Diploma/GED

Nice To Haves

• Minimum of one year in a previous customer service, call center, or financial services role.

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.
• Partner 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.

Benefits

• Individual development plans
• Educational reimbursement
• Job shadowing across departments
• Hands-on leadership practice through specialized trainings

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED