Contact Center Member Service Associate

New England Federal Credit Union is recruiting for Member Service Associates to join our Contact Center in South Burlington OR Montpelier! These team members will provide efficient, accurate, and polite interactions with members and follows policies and procedures over the phone, chat, and email while conducting transactions and servicing members. Demonstrates empathy for members’ needs. Has discovery conversations with members, addresses needs and goals when possible, and refers members to specialist when needed.

Specific duties include:

• Update all member information.
• Set up internal transfers and autopay.
• CD Future saver withdrawals and rebate fees.
• Provide and Post Consumer Loan Payoffs.
• Understand statements and check copies.
• Account Verification/ member security.
• Assist with online banking and account line assistance.
• Knowledge of card applications, online functionality, mobile functionality, mobile wallet.
• Ability to task appropriate probing questions, correctly identify an engagement.
• Consistently meet engagement goals.

Skills and Qualifications:

• A minimum of one year up to three years of similar or related experience, including preparatory experience
• Previous customer service experience in a fast-paced call center environment preferred
• Excellent communication skills to effectively and professionally communicate with members and staff
• Effective problem-solving skills
• Solid attention to detail and accuracy skills
• Superior customer service skills

E.O.E.