Member Care Representative - Interactive Services

Allegacy Federal Credit Union•Greensboro, NC

6d•Onsite

About The Position

At Allegacy, the Member Care Representative - Interactive Services role is accountable for servicing member needs primarily via the digital channels of Online Account Opening and Interactive Teller Machines (ITMs). The primary job responsibilities include processing online account applications, processing interactive teller transactions, building member relationships, and exceeding sales and service goals. This position provides exceptional service to members primarily through digital channels and requires knowledge of Allegacy products and services to deepen member relationships for those using these channels. Employees must have demonstrated knowledge and sales performance before moving into this 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
Representatives using video must be comfortable, professional and friendly on camera.
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
High School Diploma or equivalent
Competent computer skills including Microsoft Office
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 support for online account opening, online lending apps and other member facing digital channels
When completing Interactive Teller functions, must be able to work independently on both cash and account maintenance duties. This includes but is not limited to: receiving deposits and payments, processing withdrawals, cashing checks, loan payoffs, image retrieval, conducting information inquiries, account research and daily balancing
Assist members via email and electronic document delivery in reference to online account applications
Assist the Contact Center with member inbound calls during high call volume if needed
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