Contact Center Representative

Description

Allegacy Federal Credit Union

Employee Job Description

November 26, 2024

Job Title: Contact Center Representative Job Code: 20177 

Report To: Contact Center Supervisor 

Role Accountability

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.

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

Requirements

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.