Member Care Representative

Allegacy; Greensboro, Northern (NC, KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Allegacy is seeking a responsive member service representative to deliver top-tier service to members across phone and online channels. The role emphasizes product education, cross-selling, and adherence to service standards in a fast-paced team environment.

Candidates should have strong communication skills, problem-solving abilities, and a willingness to learn about the credit union’s products and promotions. Flexibility with schedules and reliability are essential for success.

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 activities.

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.
• 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.
• Additional duties as assigned.

Skills

Excellent telephone communication

Multitasking

Fast-paced teamwork

General computer knowledge

Diffuse irate members

Problem solving

Credit union products knowledge

Active listening

Integrity and reliability

Bond eligibility

Flexible schedule

AFCU performance attributes

Education

High school diploma or equivalent

Credit union call center experience preferred

Customer service experience preferred

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.