e-Branch Member Experience Consultant II (Contact Center), Retail Sales and Service
We are seeking an energetic, enthusiastic individual with a positive attitude!
Dutch Point Credit Union is a community based not for profit cooperative whose vision is to educate, serve and delight our members and each other. We foster a positive work environment which rewards those that provide exemplary service to our members and our colleagues. We are interested in having talented and motivated individuals join our team. Our quest is to bring out your individual talent to help you realize your full potential.
Be the Trusted Guide Members Count On—Wherever They Bank
Every member interaction is an opportunity to make banking easier, build trust, and help someone move closer to a financial goal. As an eBranch Member Experience Consultant II, you’ll deliver exceptional service through the contact center and digital channels, including ITMs, email, and text messaging. You’ll process transactions, support account requests, recommend appropriate financial solutions, and develop proficiency in consumer loan origination.
Why This Role Matters
Members turn to the eBranch for everyday transactions, account support, and important financial decisions. You’ll build relationships by understanding each member’s needs, providing straightforward guidance, addressing questions and concerns, and connecting them with products and services that support their financial goals without requiring an in-person branch visit.
What You’ll Own
· Provide friendly, efficient, and accurate service through the contact center, including phone, ITM, email, and text messaging, while maintaining a professional and welcoming member experience.
· Process contact center and ITM virtual teller transactions, including account inquiries, fund transfers, payments, deposits, withdrawals, and loan payments, with precision and attention to detail.
· Educate members about financial products and services, explain features and benefits, identify needs, and confidently recommend solutions that support their financial goals.
· After demonstrating proficiency, guide members through consumer loan origination, excluding real estate loans. Explain available options and support members throughout the application process.
· Address and resolve member questions and issues by providing thorough, accurate information and practical solutions that enhance the member experience.
· Promote credit union products and services, identify opportunities to deepen member relationships, contribute to eBranch sales goals, and actively seek referrals that support membership growth.
· Follow all policies, procedures, regulatory requirements, BSA and OFAC requirements, and security standards to maintain compliance and operational integrity.
· Stay current on contact center systems, digital and ITM technology, financial products, services, policies, procedures, and industry developments; participate in team meetings and training and support a positive eBranch environment.
What Success Looks Like
Members receive friendly, accurate, and timely service across phone, ITM, email, and text interactions. You process transactions and requests with minimal errors, resolve concerns effectively, identify opportunities to meet members’ financial needs, contribute to eBranch sales and referral goals, maintain compliance, and support a positive and productive team environment.
Who Thrives Here
You may be a strong fit if you:
· Build trust through friendly, professional service and clear communication across contact center and digital channels.
· Thrive in a fast-paced environment while managing phone, ITM, email, and text interactions accurately and efficiently.
· Listen for member needs and confidently recommend products and services that align with their financial goals.
· Take ownership of member questions and issues, using sound judgment to reach accurate and timely resolutions.
· Adapt to changing member needs, policies, procedures, systems, and technology.
· Work collaboratively with teammates and remain committed to continuous learning, including the development of consumer loan origination skills.
Must-Have Qualifications
· High school diploma or equivalent.
· Two to four years of retail banking or financial services experience in a contact center environment required.
· Strong communication, interpersonal, problem-solving, and relationship-building skills.
· Ability to manage multiple tasks efficiently in a fast-paced environment and deliver accurate, member-focused service.
· Basic knowledge of financial products and services and the ability to identify member needs and recommend appropriate solutions.
· Proficiency in computer applications, banking software, contact center systems, digital and ITM technology.
· Commitment to professionalism, accuracy, compliance, confidentiality, and Dutch Point Credit Union Member Service Standards.
· Ability to complete annual BSA training and follow BSA- and OFAC-related policies and procedures.
Preferred Qualifications
· Associate degree in business, finance, or a related field.
· Loan origination experience, or willingness and ability to develop proficiency within the first year of employment.
· Experience providing service through multiple contact center and digital channels, including phone, ITM, email, or text messaging.
The Opportunity
This position is designed for a financial services professional who is ready to support a broad range of members independently through the eBranch. You will combine transaction processing, account support, relationship-building, product recommendations, issue resolution, and the development of consumer-lending expertise to strengthen membership and contribute to eBranch success.
Work Location: Dutch Point Corporate Office, 195 Silas Deane Highway, Wethersfield, CT
Work Arrangement: Onsite, contact center-based position.
Employment Type: Full-time position; schedule may include evenings and weekends based on contact center hours.
Work Environment: This position operates in a standard office and contact center environment, assisting members via phone, ITM, email, and text messaging. The role requires regular use of banking software, contact center systems, and ITM technology.
Dutch Point Credit Union is an equal opportunity employer.
Dutch Point Credit Union is an equal opportunity employer.
This full time position offers full benefits package, Health/Dental/Vision, matching 401K, paid Holidays, Vacation, Sick. Free Parking, and more!
If your values align with ours and you are ready to make a positive impact within our organization and our membership, we would like to speak with you!
Please apply today!
EDUCATE / SERVE /DELIGHT
Our Brand Values
Commitment - Contributing to the betterment of the credit union and committing to the growth of our members, co-workers and ourselves.
Courage - The ability to face and push through challenges that may be outside of our comfort zone. Displaying the willingness to accept, lead and direct change.
REspect - Being thoughtful; to listen to others and consider the effects of words and actions on co-workers and members.
Social Responsibility - Through outreach efforts and partnerships, we promote and advocate for activities that positively impact our communities.
Transparency - We provide truth and clarity in how we conduct business to build strong life-long relationships.
Dutch Point Credit Union -Your vision/ our guidance
Job Type: Full-time
Pay: $22.00 - $27.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
