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Contact Center Operations Support Specialist - Winston-Salem, United States - Allegacy Federal Credit Union
Description
Nature and ScopeThis 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.
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
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
Full-Time/Part-Time
Full-Time
Close Date
Exempt/Non-Exempt
Non-Exempt
Location
02- Allegacy - Headquarters/Westbrook
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
None Specified
This position is currently accepting applications.