Intern, Call Center Optimization

Job Title: Intern, Call Center Optimization

Reports To: Manager, Call Center Optimization

Salary Grade: NE20

Effective Date: January 2026

Position Summary:

The Intern – Call Center Optimization plays a key supporting role in helping the Member Sales and Service Center (MSSC) shape the future of member engagement. This internship offers hands-on experience in how a modern call center evolves into a next-generation engagement hub—one that connects with members of all ages through innovative, personalized, and technology-driven experiences.

The intern will work on initiatives that explore how the credit union can expand its reach to younger audiences while maintaining the trusted service valued by long-time members. This includes learning how emerging communication channels, digital tools, and proactive engagement strategies can help attract and retain future members.

This role is ideal for students who are passionate about member experience, innovation, and how technology and human connection intersect in financial services.

Location – American Eagle Financial Center, East Hartford CT

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 Engagement & Experience Support
• Assist in identifying opportunities to enhance engagement across generations—especially younger members and prospective members.
• Participate in mapping member journeys across phone, video, chat, and digital platforms to understand where younger audiences prefer to interact.
• Support initiatives that make service experiences feel modern, accessible, and relevant to new members.
• Contribute creative ideas for outreach strategies, communication styles, and service enhancements that appeal to younger demographics.
• Future State Call Center Design
• Collaborate with team members to explore what the "call center of the future" looks like for a new generation of members.
• Research emerging technologies (AI tools, digital assistants, social engagement channels) that can enhance the member experience.
• Support documentation and planning for initiatives that strengthen connections between digital convenience and human support.
• Learn how innovation and design thinking shape the evolution of service models.
• Call Center Design & Innovation
• Plan and evaluate future-state initiatives (outbound programs, sales enablement, member journey redesigns).
• Assess emerging technologies and recommend digital tools or AI-powered enhancements that improve service speed, personalization, and efficiency.
• Redesign workflows, and knowledge systems to support transformation.
• Supports enterprise projects with analysis and design.
• Identification and elimination of bottlenecks through process analysis and workflow optimization.
• Process Improvement & Project Participation
• Participate in process reviews to identify how member experiences can be simplified or made more intuitive.
• Assist with pilots or testing of new ideas or engagement methods.
• Prepare materials or reports summarizing project observations and recommendations for improving member reach and satisfaction.
• Collaboration & Learning
• Partner with call center, retail, and marketing teams to gain a holistic understanding of how member engagement strategies are developed and executed.
• Attend planning sessions and innovation meetings to observe how data, creativity, and member feedback drive decision-making.
• Develop communication, teamwork, and critical thinking skills through active project involvement.

Learning Outcomes:

By the end of the internship, the intern will:

• Understand how credit unions are evolving to meet the expectations of younger, digitally savvy members.
• Learn how call centers are transforming into engagement centers that blend human connection with digital convenience.
• Gain hands-on exposure to strategy development, innovation, and member experience design.
• Contribute ideas that help shape how the credit union connects with its next generation of members.
• Strengthen analytical, communication, and problem-solving skills in a real-world professional environment.

Education and/or Experience

Currently pursuing a degree in business, or a related field. Strong interest in technology, customer service and process improvements. Prior coursework or hands-on experience preferred.

Certificates, Licenses and Registrations (if applicable):

None required. Networking certifications (e.g., CompTIA Network , Cisco CCNA) are a plus.

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