Call Center Member Support - Full-Time

About the role

In this role you’ll assist members over the phone, providing top-tier support with their accounts while ensuring every interaction is efficient, courteous, and helpful. After six months of in-office training, eligible employees may transition to a hybrid schedule (three days in office, two days remote). To qualify for hybrid work you must demonstrate the ability to work independently and meet productivity goals, and you must have a reliable wired high-speed internet connection (20 Mbps+ download / 5 Mbps+ upload).

Responsibilities

• Answer inbound calls timely, professionally, and courteously while maintaining performance standards in quality, attendance, and team-centric work ethic.
• Take ownership of each member interaction, empathize with and prioritize member needs, and build lasting relationships.
• Be available to members, offer appropriate products and services, and put each member first in every interaction.
• Protect the member and EECU from potential identity theft or fraud by accurately verifying members, keeping information confidential, and raising concerns when in doubt.
• Resolve conflicts and manage member expectations.
• Adhere to all Federal and State Rules and Regulations that pertain to the Bank Secrecy Act, Anti-Money Laundering, Bank Bribery Act, and NCUA Privacy Regulations.

Requirements

• Minimum of one year prior call-center or financial experience.
• Effective verbal and written communication with both external and internal members.
• Problem-solving skills; ability to approach problems logically and with good judgment to ensure the appropriate member outcome.
• Accuracy and attention to detail; ability to abide by all applicable regulatory and department policy and procedures.
• Efficiently manage multiple browsers, tabs, and window navigation while remaining available to speak with a member.
• Previous customer-service experience.
• Willingness to work in a fast-paced, 100% phone-based environment.
• Excellent attendance required.
• Ability to easily commute to the call center in Downtown Fort Worth.
• High-school diploma or equivalent.

Schedule

• One position on Schedule 1: 10:00 am – 7:00 pm, 9:00 am – 1:00 pm rotating Saturdays (bilingual required).