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 Customer Service/Call Center Associate to provide high-quality service to members over the phone and online, handle inquiries, and promote credit union products.

The role emphasizes knowledge of products, adherence to schedule, and the ability to cross-sell; prior call center or banking experience is preferred.

Qualifications

• Excellent telephone communication skills.
• Ability to handle multiple tasks.
• Work well in a fast-paced team environment.
• General computer knowledge.
• Ability to listen to members' needs and/or concerns.
• Understanding of credit union products, services and promotions.
• Eligibility to be bonded.
• Ability to adapt to non-traditional work schedule/hours.

Responsibilities

• 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.
• Continuously learn about credit union products, services and promotions.
• Disclose proper documentation to comply with laws and policies.
• Cross-sell other credit union products based on identified needs; about half of duties involve cross-selling.
• Additional duties as assigned.

Skills

Telephone skills

Multitasking

Teamwork

Problem solving

Active listening

Cross-selling

CU products knowledge

Education

High school diploma or equivalent

Job description

Description

At Allegacy, there’s a common thread that runs through all of us. It’s our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together.

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.