Member Care Representative

Allegacy Financial; Greensboro (NC); On-site; USD 31,000 - 45,000; Full time

Job summary

Allegacy Financial in Greensboro, NC seeks a customer service representative to deliver exceptional member service over the phone and online, within defined service standards and with deep product knowledge. You will work in a fast-paced team, handle multiple tasks, resolve member concerns, educate on credit union products, and cross-sell where appropriate while maintaining integrity and reliability.

This role requires adaptability to non-traditional hours and the ability to diffuse irate

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.
• 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.

Responsibilities

• Meet or exceed established service goals.
• 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.

Skills

Phone etiquette

Multi-tasking

Team environment

General computer skills

De-escalation

Problem solving

Product knowledge

Active listening

Integrity & reliability

Bonding eligibility

Flexible schedule

AfcU performance attributes

Education

High school diploma or equivalent

Job 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.

Description

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.

Specific Accountabilities

• 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

• 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.