Share Email Opening Title Senior Call Center Representative  Description General 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.” To achieve this goal the employee 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 Contact Center Manager for day to day supervision. The Senior Contact Center Representative 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 Senior Contact Center Representative is to go the extra mile for a member and for their team. Challenges faced are very broad. They include but are not limited to internal phone calls from all lines of business within the credit union, judgment calls, correcting errors made by staff and research on behalf of the member. The Senior Contact Center Representative will deliver exceptional and consistent member/team member service. The Senior Contact Center Representative will strive to take problems and make them opportunities for a stronger relationship with the member and to train and assist their 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 ongoing 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 Synergy Wheel behaviors. ·Adherence to work schedule Provide quality customer service over the phone Research and correct errors on member’s accounts Provide sound type written communication to internal and external members Provide 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 MISER system required 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 customer service Maintain confidentiality in respect to members’ financial affairs Maintain confidentiality in respect to the errors they may correct Ability to work synergistically with all areas of the Credit Union Ability to adapt to non-traditional work schedule/hours Ability to incorporate AFCU service promises 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   Position Requirements   Full-Time/Part-Time Full-Time   Close Date   Exempt/Non-Exempt Non-Exempt   Location Winston-Salem Area   About the Organization Do you get a thrill out of helping people realize their dreams? Do you believe that strong, personal relationships are critical to financial success? Do you want to work for an organization that has its community's best interests at heart? We do, too. That's why we work for Allegacy. Here, you'll find a challenging, rewarding career in one of the most unique entities of the financial industry. Allegacy Federal Credit Union is a place where inclusion and camaraderie thrive, and where everyone is united in their commitment to serving our members.   EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.   Pay Grade 6  This position is currently not accepting applications. 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