Member Care Support Specialist

General Role Accountability

The primary purpose of this position is to assist Allegacy Federal Credit Union in living out its mission, “to help you make smart financial choices.” 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, To achieve this goal the employee this position must provide outstanding service to both internal and external members. This position is part of a team environment. This position provides service to internal and external members regarding their account relationships with the credit union. This position will strive daily to exceed the Credit Union Service Promises. 

Nature and Scope

This position will report to the Member Care Supervisor for day to day supervision. The Member Care Support Specialist must be able to work in a team environment that is empowered to make decisions based on a win-win concept for the credit union and the member. The Member Care Support Specialist is to go the extra mile for a member and for their team. Responsibilities are very broad. They include but are not limited to internal phone calls from all lines of business within the credit union, judgement calls, escalation calls, correcting errors made by staff and research on behalf of the member. The Member Care Support Specialist will deliver exceptional and consistent member/team member service. The Member Care Support Specialist will strive to take problems and make them opportunities for a stronger relationship with the member and to train and assist other team members.

This position more than any other within the credit union is expected to have an in-depth knowledge of AFCU’s products and services including but not limited to: savings, checking, certificates, debit and credit card transactions, IRA’s, POA’s, and account and loan maintenance. This position must also possess knowledge of Business Accounts, Trust Accounts, Estate Accounts and Rep Payee Accounts. Knowledge of Allegacy’s Operational, Compliance and Audit Policies and Procedures such as cash/check balancing, Shared Branch Services, Bank Secrecy Act, Customer Identification Program and account ownership is also necessary. This position will be able to guide someone through the opening of any deposit account and any additional maintenance that may be needed. The position will also be a first help call for branch outages. Additional on-going training is required in this position. This position interacts with all areas of the credit union, including but not limited to Deposit Operations, Card Services, Payment Systems, The Lending Center, Mortgage, Account Management Services and all Financial Centers. A high level of confidentially is to be used in regard to handling and reporting errors made by staff.

Specific Accountabilities

• Responsible for exceptional member service to every member, every time by delivering high quality service to both internal and external members that is in alignment with our service promises:

 -We promise to treat you with the respect deserving of an owner/ team member

 -We promise to find ways to offer simplicity and convenience.

 -We promise to recognize your needs and recommend innovative solutions that will help you make smart financial choices.

 -We promise to ensure the security of your financial information.

 -We promise to take ownership of your request.

 -We promise to express our appreciation for the opportunity to serve you.

• Meet or exceed established service goals.
• Ensure thorough understanding of expectations and consistently exhibit Brand Behaviors of Helpful, Humble, Hungry, Honest, and Hopeful
• Adherence to work schedule 
• Provide quality member service over the phone
• Handle escalated calls and situations. 
• Research and correct errors on member’s accounts
• Provide sound type written communication to internal and external members
• Provide guidance and education to employees on detailed transactions and products
• Ability to continually learn about credit union products, services and promotions
• Ensure that proper documentation is disclosed to applicant to comply with laws, regulations and policies that relate to credit union operations.
• Additional duties as assigned.

Knowledge, Skills and Abilities

• Broad knowledge of DNA-core system preferred 
• Ability to work well within a team environment required
• Ability to work independently without constant supervision required
• Problem solving skills
• Willingness to learn
• Detailed understanding of teller transactions
• Knowledge of how loans are processed and booked 
• Detail oriented
• Strong written and telephone communication skills
• Ability to work in a multi-task environment
• Appreciate and give outstanding member service
• Maintain confidentiality in respect to members’ financial affairs
• Maintain confidentiality in respect to the errors they may correct 
• Ability to work collaboratively with all areas of the Credit Union
• Ability to adapt to non-traditional work schedule/hours
• Ability to incorporate AFCU service behaviors in daily work activities

Education and Experience

• Past experience in a credit union contact center preferred.
• Past experience in a customer service related position required
• Broad knowledge of DNA-core system preferred.