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Contact Center Representative - Business Specialist 


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 reports directly to the Contact Center Supervisor. The purpose of this position is to provide Business/Investment members with specialized resources within the Contact Center. This position also provides contact center representatives an additional support for questions and elevated call volume. This position works within a fast paced environment and requires the ability to keep calm in a very stressful environment. This position works closely with every department of the credit union.


Specific Accountabilities


  • Deliver exceptional member service to every member, every time by providing one call resolution to Business members.
  • Meet or exceed established service goals
  • Process Business and Consumer wire request as well as wire password set up.
  • Assist Business members with request such as transaction history, stop payments, and funds transfers.
  • Answer inbound calls in addition to making outbound calls or campaigns.
  • Identify growth opportunities for members and establish deep relationships.
  • Ability to adapt and grow quickly while sharing knowledge among the team and peers.
Position Requirements

Knowledge, Skills and Abilities


  • Experience in banking or credit union contact center environment in order to understand the day-to-day operation of a contact center. (Service level, adherence to a schedule, average speed of answer, abandonment. How an ACD system works and how to read and interpret the reports generated from the system.)
  • Demonstrated ability to make good judgment decisions within AFCU’s policies in order to handle escalated calls
  • Ability to assist Contact Center Representatives with knowledge pertaining to Business members, products, and opportunities.
  • Deep knowledge and understanding of deposit accounts and loans for Businesses.
  • Advanced knowledge of online banking and specifically Business online banking platform.
  • Ability to work in a high stress fast paced team oriented environment
  • Ability to work with and understand the needs of the various departments within AFCU
  • Ability to adapt to non-traditional work hours
  • Eligibility to be bonded
  • Ability to incorporate AFCU performance attributes in daily work activities

Education and Experience


  • College degree preferred
  • Contact Center experience required
Full-Time/Part-Time Full-Time  
Close Date  
Exempt/Non-Exempt Non-Exempt  
Location Winston Salem Contact Center  
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

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