Contact Center Support Representative

The Contact Center Support Representative reports to a Contact Center Supervisor. This position assists Contact Center Representatives and the Contact Center Management Team. The Support Representative will complete paperwork generated from calls and emails received including but not limited to new account applications, check orders, address changes and distribution of forms to other support departments. The Contact Center Support Representative also assists by opening new accounts generated from cross-sell opportunities from new and existing members.

• Deliver exceptional member service by supporting Contact Center teammates in delivering consistently high quality service to both internal and external members that is in alignment with our Brand Culture.
• Ensure thorough understanding of expectations and consistently exhibit Allegacy behaviors.
• The Contact Center Support Representative is responsible for opening new accounts generated from mailed-in applications. This position will also have a working knowledge of the online account opening system in order to assist Contact Center Representatives with common questions from members.
• The Contact Center Support Representative also handles fax correspondence for all Contact Center Representatives. This position will also handle the ordering of supplies for the Contact Center and pickup of outgoing/distribution of incoming mail to the Contact Center staff. They will also create FEDEX shipment orders as needed.
• The Support Representative is responsible for sending paperwork to the appropriate department. This includes end of day balancing paperwork, Debit Banks, Internal Transfer allocation forms, Overdraft agreements, Indemnifying agreements, Stop Payments, Visa forms and Payment Protection Enrollment/Cancellation forms.
• The Support Representative will also assist the Contact Center Management Team with daily and monthly reports, department meeting preparation and event coordination and planning.