Member Care Representative - E Services

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. In order to achieve this state of success, this position will focus on servicing member needs primarily via digital channels. The primary job responsibilities include: WebBanking and WebPay support, Live Chat, Email, Electronic document delivery and building member relationships and exceeding sales and service goals.

Nature and Scope

This position provides exceptional service to our members primarily through digital channels. This position is required to have knowledge of Allegacy products and services in order to deepen member relationships for those using the digital channels. Employees must have demonstrated knowledge and sales performance before moving into the Member Care Representative - E Services role. 

Specific Accountabilities

• 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
• Must possess effective knowledge of the Credit Union’s products and services
• Ensure thorough understanding of expectations and consistently exhibit Allegacy behaviors
• Completion of all required compliance training to include BSA
• Knowledge of deposit and lending products and services
• Follow applicable security, member identification, and fraud prevention policies, procedures and practices
• Provide internal and external member support for WebBanking, WebPay and Digital Payments; including second tier support for escalated member issues by contacting the appropriate vendor when necessary
• Assist members via Live Chat, Secure Chat Ticket, Email, Website Submission Form and Electronic document delivery
• Effective organization, time management, and problem solving skills that demonstrate the ability 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

 Knowledge, Skills and Abilities

• Excellent verbal communication and people skills required
• Ability to operate multiple monitors and systems simultaneously
• Ability to work in a fast paced team environment
• Ability to maintain confidentiality in respect to member’s financial affairs
• 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
• Familiar with Windows and Mac Operating Systems; as well as Google, Firefox, Internet Explorer and Safari web browsers
• Minimum two years related experience required in a customer service, lending or sales environment