Member Care Representative - Interactive 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 the digital channels of Online Account Opening and Interactive Teller Machines (ITMs). The primary job responsibilities include processing online account applications, processing interactive teller transactions 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 - Interactive 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 support for online account opening, online lending apps and other member facing digital channels
• When completing Interactive Teller functions, must be able to work independently on both cash and account maintenance duties. This includes but is not limited to: 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
• 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

Representatives using video must be comfortable, professional and friendly on camera.  

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