Call Center Member Support - Full-Time

About the role

Join EECU as a Member Services Representative. This role involves assisting members over the phone, providing top-tier service, and building lasting relationships.

Responsibilities

• Deliver exceptional service to members by answering inbound calls timely, professionally, and courteously.
• Maintain performance standards in quality, attendance, and a team-centric work ethic.
• Take ownership of each member while empathizing and prioritizing member needs.
• Build lasting relationships with members by always being available, offering products and services as appropriate, and putting each member first with every interaction.
• Protect members and EECU from potential identity theft or fraud by accurately verifying members, keeping information confidential, and raising concerns when necessary.
• Resolve conflicts and manage member expectations.

Requirements

• Minimum of one-year prior call center or financial experience required.
• Effective verbal and written communication with both external and internal members.
• Problem-solving skills with logical judgment to ensure appropriate member outcomes.
• Accuracy and attention to detail.
• Ability to manage multiple browsers, tabs, and windows while remaining available to speak with a member.
• Previous customer service experience.
• Willingness to work in a fast-paced environment requiring 100% phone-based interaction.
• Excellent attendance.
• High school diploma or equivalent.

Qualifications

• Reliable wired, high-speed internet and broadband connection (20Mbps+ download speed/ 5Mbps+ upload speed).
• Eligible for hybrid work after 6 months of in-office training.
• Must be willing to work in Downtown Fort Worth.
• Bilingual required for some positions.

Benefits

• Hybrid work schedule available after 6 months of in-office training (3 days in office, 2 days remote).
• Meaningful work helping members with their financial needs.
• Supportive and engaging team environment.
• Opportunities to grow within the company.

Pay

Compensation details are not specified in the job posting.

Schedule

• Two positions on schedule 9:00 am – 6:00 pm, 9:00 am - 1:00 pm rotating Saturdays.
• One position on schedule 10:00 am – 7:00 pm, 9:00 am - 1:00 pm rotating Saturdays.
• Two positions on schedule 10:00 am – 7:00 pm, 9:00 am - 1:00 pm rotating Saturdays (Bilingual required).
• One position on schedule 9:00 am – 6:00 pm or 10:00 am - 7:00 pm, 9:00 am - 1:00 pm rotating Saturdays.