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Helping Others: Behind the Scenes at the ESL Contact Center

With nearly 3,000 phone calls coming in daily to the ESL Contact Center, the nature of every call can vary from one person to the next. While the nature of a call may not be related to banking or finance, the person on the other end of the line calling ESL needs support.

At ESL, we are there for our members.

“Many of our customers are calling in a heightened state—they may be upset that a transaction was not approved or cleared, they may be worried about possible fraud, or they may be frustrated trying to access their accounts online,” said Sharon Maley, District Manager, Contact Center.

The role of Contact Center employees, or Customer Care Specialists (Tele-Bankers), is crucial to the well-being of every member. Regardless of the question from a member, our Customer Care Specialists (Tele-Bankers) respond.

“We are very, very proud of the work done in the Contact Center, and the consistent exceptional experience our bankers provide to our customers every day,” said Maley.

Contact Center employees support and assist customers who contact ESL via phone, chat, email, or postal mail. Requests include financial transactions, account review and maintenance, opening new accounts and processing loan applications, and providing digital banking support.

“Although we may not interact with customers “face to face,” we work hard to build and sustain long-term relationships with our customers.”

Typical day?

There aren’t many “typical” days in the Contact Center, as call and chat volumes are influenced by seasonality, promotions, communications, and unplanned system issues that impact customers. But what is typical is the personal attention ESL Customer Care Specialists (Tele-Bankers) provide to every member.

The Contact Center is an extremely fast paced environment, requiring frequent multitasking and teamwork so that our customers are well supported.

  • Employees who begin their career at ESL in the Contact Center become well versed in products, services, systems, and online support, with the added benefit of knowledge that they can use to achieve their own personal financial goals.
  • That experience also results in Contact Center employees frequently being the candidate of choice when other opportunities become available.
  • Former Contact Center employees work in various roles (leadership, branches, operations, systems, loan payment solutions, fraud, lending) throughout the organization.

We are like a family, working together to achieve a common goal, across multiple channels, to provide the best experience we can while at the same time encouraging our staff to learn and develop to get ready for the next stage of their careers,” said Maley “We recognize the work that they do daily can be tough, and we strive to provide a friendly and supportive work environment.”

The ESL Contact Center is not a traditional call center. Through our dedicated work and commitment to help others, contact center employees truly Belong to Something Bigger.

We invite you to join us in this journey. Learn more about our career opportunities in the Contact Center.