Member Care Representative

Allegacy Federal Credit Union; Greensboro (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

Allegacy Federal Credit Union in Greensboro, NC is seeking a friendly customer service representative to handle member inquiries by phone and online. You will deliver high-quality service, promote and cross-sell credit union products, and work within defined service standards while building trusted relationships with members.

This role requires the ability to multitask in a fast-paced team, adapt to varied schedules, and maintain product knowledge to assist members effectively.

Qualifications

• 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.
• Understanding of credit union products, services and promotions.

Responsibilities

• Deliver exceptional member service to every member, every time.
• Meet or exceed established service goals.
• Educate, promote and sell credit union products based on identified needs.
• Provide quality customer service over the phone and internet.
• Cross-sell products based on identified needs; approx. 50% of requirements.
• Adhere to work schedule and document interactions per laws and policies.

Skills

Telephone communication

Multi-tasking

Teamwork

Problem solving

Customer service

Product knowledge

Education

High school diploma or equivalent

Job description

Description

Role Accountability

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.

Nature and Scope

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.

Specific Accountabilities

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.

Requirements

Knowledge, Skills and Abilities

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

Education and Experience

High school diploma or equivalent

Past experience in a credit union call center preferred.

Past experience in a customer service-related position preferred.