Member Solutions Specialist I

American Eagle Financial Credit Union; East Hartford (CT); Hybrid; USD 28,000 - 30,000; Full time

Job summary

American Eagle Financial Credit Union in East Hartford, CT is hiring for a Member Solutions Center representative who will respond to member inquiries across channels and help members understand credit union products and services. This full-time position offers a hybrid-working arrangement after training, with a typical schedule Monday through Friday and Saturdays.

Compensation is $20–$22 per hour, commensurate with experience.

Qualifications

• Minimum of one year in a customer service, call center, or financial services role.
• High School Diploma/GED required.
• Ability to handle inquiries in a fast-paced environment while delivering excellent member experience.

Responsibilities

• Provide professional, empathetic, and accurate assistance to members across all 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 elevate 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.

Skills

Customer service

Active listening

Communication

Education

High School Diploma/GED

Job description

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.

Location – Member Solution Center-East Hartford, CT

Hours – Fulltime Monday-Friday including Saturdays

Compensation- $20-$22 an hour (depending on experience, education, aptitude & equity)

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

• Member Service & Communication
• 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.
• Transaction Processing & Account Support
• Accurately perform standard transactions and account maintenance requests with close adherence to procedures.
• Identify discrepancies and elevate issues using the proper resolution path when needed.
• Support members with basic account questions and digital banking navigation.
• Relationship Building & Financial Guidance
• Introduce members to core products and services using foundational product knowledge.
• Refer members to appropriate team members or departments when needs exceed training level.
• Collaboration & Community
• 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.

Education And/or Experience

This role requires the ability to handle member inquiries in a high-paced call-center environment with exceptional member experience. While this level of service will generally be attained with a minimum of one year in a previous customer service, call center, or financial services role and High School Diploma/GED, priority will be place upon the demonstration of the ability to meet qualifications without an absolute focus on duration of experience, in recognition that the attainment of such qualifications may be obtained at different paces by different individuals.

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.