Contact Center Member Service Associate

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Contact Center Member Service Associate Regular Full-Time Montpelier, VT, US 30+ days ago Requisition ID: 1400 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 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. 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. Compliance – Must comply with all company policies and procedures, applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Experience A minimum of one year up to three years of similar or related experience is required, including preparatory experience. Previous customer service experience in a fast‑paced call center environment is preferred but not required. Education and Certifications High school diploma or equivalent. Interpersonal Skills Courtesy and tact are essential. Work involves personal contact with customers and others inside and outside the organization regarding fairly routine matters. Communication is generally concise and clear. Other Skills At least 18 years of age. Positive background, credit, criminal, bondability, and reference checks. Travel to other branches or locations may be required. Proficiency in operating computers, keyboard, standard office equipment. Managing multiple priorities on time with accuracy. Solid attention to detail and accuracy. Strong problem‑solving skills. Empathy in dealing with sensitive or difficult situations. Physical Requirements Primarily sedentary work with limited physical exertion. Occasionally lift up to 5 lbs, climb/descend stairs in emergency situations, operate routine office equipment, and work extended hours as required. Local travel as a driver to NEFCU facilities may be required; travel by commercial airlines, rental vehicles, or public transportation must be possible. Working Conditions Work indoors in a climate‑controlled shared work area with minimal noise. Mental and Emotional Requirements Perform job functions independently or with limited supervision. Read and carry out written instructions or follow oral instructions. Speak clearly and deliver information logically. Remain calm and professional when dealing with diverse personalities. Handle multiple simultaneous priorities and exercise discretion on confidential matters. #J-18808-Ljbffr