Member Care Representative - E Services

Allegacy Federal Credit Union•Greensboro, NC

55d

About The Position

At Allegacy, there’s a common thread that runs through all of us. It’s our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. In order to achieve this state of success, this position will focus on servicing member needs primarily via digital channels. The primary job responsibilities include: WebBanking and WebPay support, Live Chat, Email, Electronic document delivery and building member relationships and exceeding sales and service goals. Nature and Scope This position provides exceptional service to our members primarily through digital channels. This position is required to have knowledge of Allegacy products and services in order to deepen member relationships for those using the digital channels. Employees must have demonstrated knowledge and sales performance before moving into the Member Care Representative - E Services role.

Requirements

Excellent verbal communication and people skills required
Ability to operate multiple monitors and systems simultaneously
Ability to work in a fast paced team environment
Ability to maintain confidentiality in respect to member’s financial affairs
Ability to diffuse an irate member
Problem solving skills
Understanding of credit union products, services and promotions
Ability to listen to the member’s needs and/or concerns
Personal integrity and reliability
Ability to work overtime when needed and adapt to non-traditional work schedule/hours
Ability to incorporate AFCU behaviors in daily work activities
Credit Union and/or banking experience preferred
High School Diploma or equivalent
Business college training an advantage
Competent computer skills including Microsoft Office
Familiar with Windows and Mac Operating Systems; as well as Google, Firefox, Internet Explorer and Safari web browsers
Minimum two years related experience required in a customer service, lending or sales environment

Nice To Haves

Credit Union and/or banking experience preferred
Business college training an advantage

Responsibilities

Provide consistently high quality member service to both internal and external members that is in alignment with our Brand Culture
Meet or exceed established sales and service goals
Must possess effective knowledge of the Credit Union’s products and services
Ensure thorough understanding of expectations and consistently exhibit Allegacy behaviors
Completion of all required compliance training to include BSA
Knowledge of deposit and lending products and services
Follow applicable security, member identification, and fraud prevention policies, procedures and practices
Provide internal and external member support for WebBanking, WebPay and Digital Payments; including second tier support for escalated member issues by contacting the appropriate vendor when necessary
Assist members via Live Chat, Secure Chat Ticket, Email, Website Submission Form and Electronic document delivery
Effective organization, time management, and problem solving skills that demonstrate the ability to meet deadlines, work productively and accurately, and manage multiple tasks
Resolve member issues/complaints to ensure retention and loyalty
Take ownership of member issues and provide resolution with the foundation of good communication practices
Cooperate with and assist other employees to ensure a "team effort" in providing prompt, courteous and professional member service
Perform all other related duties as required by management