Member Care Representative - E Services
- 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
- 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
- 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
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