Member Care Representative - Interactive Services

About the role

At Allegacy, there’s a common thread that runs through all of us: our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. This position focuses on servicing member needs primarily via the digital channels of Online Account Opening and Interactive Teller Machines (ITMs). Primary responsibilities include processing online account applications, processing interactive teller transactions, building member relationships, and exceeding sales and service goals.

This position provides exceptional service to members primarily through digital channels and requires knowledge of Allegacy products and services to deepen member relationships for those using digital channels. Employees must have demonstrated knowledge and sales performance before moving into the Member Care Representative – Interactive Services role.

Responsibilities

• Provide consistently high-quality member service to both internal and external members that is in alignment with our Brand Culture
• Meet or exceed established sales and service goals
• Possess effective knowledge of the Credit Union’s products and services
• Ensure thorough understanding of expectations and consistently exhibit Allegacy behaviors
• Complete all required compliance training, including BSA
• Maintain knowledge of deposit and lending products and services
• Follow applicable security, member identification, and fraud prevention policies, procedures, and practices
• Provide support for online account opening, online lending applications, and other member-facing digital channels
• When completing Interactive Teller functions, work independently on both cash and account maintenance duties, including: receiving deposits and payments, processing withdrawals, cashing checks, loan payoffs, image retrieval, conducting information inquiries, account research, and daily balancing
• Assist members via email and electronic document delivery in reference to online account applications
• Assist the Contact Center with member inbound calls during high call volume if needed
• Demonstrate effective organization, time management, and problem-solving skills to meet deadlines, work productively and accurately, and manage multiple tasks
• Resolve member issues/complaints to ensure retention and loyalty
• Take ownership of member issues and provide resolution with the foundation of good communication practices
• Cooperate with and assist other employees to ensure a “team effort” in providing prompt, courteous, and professional member service
• Perform all other related duties as required by management

Requirements

Knowledge, Skills and Abilities

• Excellent verbal communication and people skills
• Ability to operate multiple monitors and systems simultaneously
• Ability to work in a fast-paced team environment
• Ability to maintain confidentiality in respect to members’ financial affairs
• Comfortable, professional, and friendly on camera (for video interactions)
• Ability to diffuse an irate member
• Problem-solving skills
• Understanding of credit union products, services, and promotions
• Ability to listen to the member’s needs and/or concerns
• Personal integrity and reliability
• Ability to work overtime when needed and adapt to non-traditional work schedule/hours
• Ability to incorporate AFCU behaviors in daily work activities

Education and Experience

• Credit union and/or banking experience preferred
• High School Diploma or equivalent
• Business college training an advantage
• Competent computer skills including Microsoft Office
• Minimum two years related experience required in a customer service, lending, or sales environment