Member Care Representative

Allegacy Federal Credit Union•Greensboro, NC

About The Position

At Allegacy, our roots run deep — anchored in a longstanding commitment to doing right by our members and the communities we serve. Every role within our organization plays a vital part in nurturing the relationships that make that promise real. As a member of our team, you'll be empowered to live out our brand every day, building meaningful connections that support the financial wellbeing of those who count on us most. This position provides quality service to our members within defined service standards for projected call volumes. This position is assigned to various workgroups based on call types. The call types are established to provide information and service to all areas of the credit union. This position more than any other in the credit union is required to have the most knowledge of all products and services. Employees must have demonstrated knowledge and sales performance before moving into the higher-level workgroups.

Requirements

Excellent telephone communication skills
Ability to handle multiple tasks
Ability to work in a fast-paced team environment
General computer knowledge
Ability to diffuse an irate member
Problem solving skills
Understanding of credit union products, services and promotions
Ability to listen to the members’ needs and/or concerns
Personal integrity and reliability
Eligibility to be bonded
Ability to adapt to non-traditional work schedule/hours
Ability to incorporate AFCU performance attributes in daily work activates
High school diploma or equivalent

Nice To Haves

Past experience in a credit union call center preferred.
Past experience in a customer service-related position preferred.

Responsibilities

Deliver exceptional member service to every member, every time by ensuring employees deliver consistently high-quality service to both internal and external members that is in alignment with our Brand Culture.
Meet or exceed established service goals
Ensure thorough understanding of expectations and consistently exhibit Allegacy behaviors.
Adherence to work schedule
Provide quality customer service over the phone and internet
Educate, promote and sell credit union products based on identified needs.
Ability to continually learn about credit union products, services and promotions
Ensure that proper documentation is disclosed to applicants to comply with laws, regulations and policies that relate to credit union operations.
Recommend other credit union products (cross-sell) based on identified needs through the interview process. Typically, 50% of this job’s requirements are cross selling.
Additional duties as assigned.