Digital Service and Support Representative

About the Role

In an Inbound Call Center setting, the Digital Service & Support Representative creates exceptional member service experiences by maintaining a professional demeanor and delivering world-class service. This role provides assistance, in-depth troubleshooting, decision-making support, and ensures quick and accurate resolutions for members and prospective members regarding their financial well-being.

Responsibilities

• Using the standard call model, respond to inquiries from members, prospective members, and third parties regarding specific account inquiries, product offerings, and general questions about the credit union through multiple contact methods.
• Educate members on digital self-service tools and troubleshoot issues regarding TDECU Self-Service tools.
• Identify the source of problems and provide effective resolutions for online banking, Bill Pay Services, Email, and Chat applications used within the credit union.
• Proactively recommend services and solutions that will improve the member’s life.
• Maintain acceptable performance levels regarding established metrics, including time utilization, quality of work, and productivity.
• Strive to provide one-call resolution consistently.
• Complete all TDECU regulatory and compliance training by scheduled due dates.

Requirements

• High School Diploma or equivalent required.
• Additional training or experience with technical support or troubleshooting online and mobile banking issues is preferred.
• Previous customer service experience required; Call Center or Banking experience is a plus.
• Six months as a Member Care Representative 1 or previous Digital Services experience required.

Skills

• Desire to help people.
• Strong understanding of Digital Banking systems, including internet browsers and smartphone technology.
• Strong working knowledge of relevant software, including Microsoft Office, core systems, web browsers, and various other supporting applications.
• Digital acumen displaying a technical support mentality.
• Critical thinking and analytical skills.
• Sound decision-making skills.
• Commitment to identifying members’ spoken and unspoken needs to successfully resolve issues on the first call.
• Self-motivated and self-managed.
• Ability to build collaborative and productive relationships across the organization.
• Effective time management.
• Continual learning and staying current on trends in the financial industry.
• Comfortable working in a team environment.
• Maintains good attendance, punctuality, and adherence to work schedule.

Physical Demands and Work Environment

While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit. Specific vision abilities required include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.