Contact Center Operations Support Specialist

Description

Nature and Scope

This position will report to the Quality Contact Center Supervisor for day-to-day supervision.

The Operations 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 Operations 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, judgment calls, escalation calls, correcting errors made by staff, and research on behalf of the member. The Operations Support Specialist will deliver exceptional and consistent member/team member service. The Operations 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 Shared Branch Services, Bank Secrecy Act, Customer Identification Program, and account ownership is also necessary. Additional ongoing training is required in this position. A high level of confidentially is to be used in regard to handling and reporting errors made by staff.

Specific Accountabilities

• Meet or exceed established service goals.
• Ensure thorough understanding of expectations and consistently exhibit Brand Behaviors of
  
  

Care, Collaborate, Grow and Serve.

• 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 the applicant to comply with laws,
  
  

regulations, and policies that relate to credit union operations.

• Additional duties as assigned.
  
  

Position Requirements

Knowledge, Skills, And Abilities

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 with respect to members' financial affairs

Maintain confidentiality with respect to the errors they may correct

Ability to work collaboratively with all areas of the Credit Union

Ability to incorporate AFCU 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 -core system preferred

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.