Sr. Contact Center Representative

Description

Allegacy Federal Credit Union

Employee Job Description

March 17, 2025

Job Title: Senior Contact Center Representative   

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 will handle various workgroups with different 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. Including more detailed products such as: IRA’s, POA’s, Business Accounts, Loan Maintenance, etc. Employees must have demonstrated knowledge, sales performance and ability to demonstrate call control and professionalism.  

The Senior Contact Center Representative is to go the extra mile for a member and for their team. Challenges faced are broad, which include but are not limited to questions asked by Contact Center staff, judgment calls, correcting errors made by staff, research on behalf of the member. The Senior Contact Center Representative will deliver exceptional and consistent member/team member service. The Senior Representative will strive to take problems and make them opportunities for a stronger relationship with the member.  

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 and strong written communication skills
• Ability to handle multiple tasks
• Ability to work in a fast-paced team environment
• Ability to work independently without constant supervision
• Intermediate computer knowledge
• Ability to diffuse an irate member
• Problem solving skills
• Detail oriented
• Understanding of credit union products, services and promotions
• Ability to listen to the members’ needs and/or concerns
• Personal integrity and reliability; maintain member confidentiality
• Eligibility to be bonded
• Ability to adapt to non-traditional work schedule/hours
• Ability to incorporate AFCU performance attributes in daily work activates
• Ability to work seamlessly with all lines of business within the Credit Union 

Requirements

Requirements

Education and Experience

• High school diploma or equivalent
• 3+ years in a credit union call center required.