Call Center E-Associate

HSFCU; Kapolei (HI); On-site; USD 42,000 - 53,000; Full time

Benefits offered by this job

Health Coverage

Paid Time Off

Retirement Savings (401k)

Transportation Subsidy

Health & Wellness

Additional Benefits

Growth Opportunities

Positive Work Environment

Employee Testimonials

Job summary

Hawaii State Federal Credit Union is seeking a Call Center E-Associate to help members secure loans, open accounts, and reach financial goals through our digital channels. This role emphasizes relationship-building over traditional call center tasks and blends service, problem-solving, and sales to drive meaningful member outcomes.

Join a growing digital banking team focused on member experience, with a competitive base salary and benefits.

Qualifications

• 0-2 years of related experience in a Call Center or the equivalent.
• Familiarity with digital communication platforms and member service technologies.
• Knowledge of digital account opening and remote service workflows.

Responsibilities

• Builds and strengthens member relationships through consultative conversations, proactive communication, product recommendations, referrals, and solutions aligned with identified member needs and financial goals.
• Utilizes digital service, lending, communication, workflow management, and automation tools to support member interactions, operational efficiency, and digital service delivery objectives.
• Provides information regarding accounts, payments, rates, lending products, deposit products, and available service options using clear and professional verbal and written communication.
• Assists members with digital banking services and self-service tools, including online banking, mobile banking, bill payment services, account opening platforms, and other digital service channels.
• Researches, analyzes, and resolves member issues, documenting discrepancies, and service challenges, escalating more complex matters as appropriate while maintaining ownership through resolution.
• Supports digital account opening and lending activities by obtaining required documentation, resolving outstanding conditions, coordinating member follow-up, and facilitating timely completion of fulfillment and funding activities.

Skills

Digital banking knowledge

Customer service

Relationship building

Job description

Position Summary

If you're looking for a role with growth, impact, and the opportunity to be part of the future of financial services, this is it. As a Call Center E-Associate, you'll help members secure loans, open accounts, and achieve financial goals through our digital channels.

This isn't a traditional call center role - join a team that's transforming how members experience banking. The E-Associate is a relationship-focused position where you'll combine service, problem-solving, and sales skills to drive meaningful outcomes for members while building a career in digital banking and lending.

Salary Range

Base Annual Salary Range: $42,300 ($20.33/hour) - $53,340 ($25.64/hour)

The posted range reflects the anticipated base pay for this position, with final compensation determined based on experience, skills, and internal equity.

Essential Duties

• Builds and strengthens member relationships through consultative conversations, proactive communication, product recommendations, referrals, and solutions aligned with identified member needs and financial goals


• Utilizes digital service, lending, communication, workflow management, and automation tools to support member interactions, operational efficiency, and digital service delivery objectives.


• Provides information regarding accounts, payments, rates, lending products, deposit products, and available service options using clear and professional verbal and written communication


• Assists members with digital banking services and self-service tools, including online banking, mobile banking, bill payment services, account opening platforms, and other digital service channels.


• Researches, analyzes, and resolves member issues, documentation discrepancies, and service challenges, escalating more complex or sensitive matters as appropriate while maintaining ownership through resolution.


• Supports digital account opening and lending activities by obtaining required documentation, resolving outstanding conditions, coordinating member follow-up, and facilitating timely completion of fulfillment and funding activities.

Minimum Qualifications and Experience

• 0-2 years of related experienced in a Call Center or the equivalent.


• Familiarity with digital communication platforms and member service technologies.


• Knowledge of digital account opening and remote service workflows.

Preferred Qualifications and Experience

• Consumer lending experience


• Digital banking or account opening experience.

Overview:

Find your happy place. Hawaii State Federal Credit Union is more than a bank, and not just another credit union.We’re a place where \"Always Right By You\" isn’t just a tagline to those we serve, but a promise to our employees, who enjoy generous benefits, opportunities for career advancement and a healthy work-life balance. As an employee, you will be part of a team that values trust, encouragement, and the holistic experience of working together. HSFCU offers a dynamic and supportive work environment where employees can enjoy competitive compensation and one of the best benefits packages in the business.

Benefits:

• Competitive Compensation:HSFCU offers competitive pay, merit increases, and incentives.


• Health Coverage:We've got you covered: full-time employees receive 100% coverage for medical and dental premiums, plus 50% towards covering your family members. Pre-tax deductions for your Flexible Spending Plan can be added on as early as 6 months in.


• Paid Time Off:Enjoy 13 paid holidays each year, plus Election Day and up to 2 full days off for Community Service. Your hard work is rewarded with an increase in PTO accrual with every year you're employed.


• Retirement Savings:Contribute to a 401(k) plan with up to 10% employer contributions including a 6% match and profit sharing after your first year.


• Transportation Subsidy:We make your daily commute stress-free. Receive 100% bus pass reimbursement or up to $100 subsidy towards parking and Pre-Tax deductions.


• Health & Wellness:Access to wellness fairs, flu shot clinics, and on-site fitness centers.


• Additional Benefits:Flexible spending plans, credit union discounts, life, accident, and disability insurance.


• Growth Opportunities:HSFCU invests in employee development through in-person and online training programs, workshops, career development assistance, and tuition assistance. Employees are encouraged to further their education and unlock new opportunities.


• Work Environment:HSFCU’s modern headquarters prioritize a balance between wellness and productivity, offering a variety of amenities. The culture is inclusive, with a focus on teamwork and community, often described as an 'ohana' or family atmosphere.


• Employee Testimonials:Employees appreciate the supportive environment where everyone’s voice is heard and valued. The credit union has been recognized as one of Hawaii’s best places to work for over 15 years.