Member Care Representative

Allegacy Federal Credit Union•Greensboro, NC

10d

About The Position

The Member Care Representative provides quality service to credit union members while meeting defined service standards for projected call volumes. The position is assigned to different workgroups according to call types, serving members across credit union areas. It requires broad knowledge of the credit union’s products and services; demonstrated knowledge and sales performance are required before moving to higher-level workgroups. The representative delivers service by phone and internet, educates members about products and services, and recommends or sells offerings based on identified needs. The role also requires meeting service goals, adhering to the work schedule, learning about products and promotions, and ensuring applicants receive appropriate disclosures in compliance with applicable laws, regulations, and policies. Cross-selling typically accounts for 50% of the job’s requirements.

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 members’ needs and concerns.
Personal integrity and reliability.
Eligibility to be bonded.
Ability to adapt to a non-traditional work schedule or hours.
Ability to incorporate Allegacy Financial performance attributes into daily work activities.
High school diploma or equivalent.

Nice To Haves

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

Responsibilities

Deliver consistently high-quality service to internal and external members in alignment with Allegacy’s Brand Culture.
Meet or exceed established service goals.
Understand expectations and consistently exhibit Allegacy behaviors.
Adhere to the work schedule.
Provide quality customer service over the phone and internet.
Educate, promote, and sell credit union products based on identified member needs.
Continually learn about credit union products, services, and promotions.
Ensure applicants receive proper documentation and disclosures to comply with laws, regulations, and credit union policies.
Recommend other credit union products through cross-selling based on needs identified during the interview process.
Perform additional duties as assigned.