Representative - Digital Service and Support

Position Summary

In an Inbound Call Center setting, the Digital Service & Support Representative will create exceptional member service experiences by maintaining a professional demeanor and delivering world class service to our members. Provides assistance and in-depth trouble shooting, decision-making support, and ensures quick and accurate resolutions for members and prospective members regarding their financial well-being.

Essential Duties And Responsibilities

• Uses the standard call model to respond to inquiries from members, prospective members and third parties regarding specific account inquiries, product offerings and general questions regarding the credit union through multiple contact methods.
• Educates the member on digital self-service tools; troubleshoots member issues regarding TDECU Self-Service tools.
• Able to identify source of problem and effective resolution for online banking, Bill Pay Services, Email and Chat applications used within credit union.
• Proactively recommends services and solutions that will improve the member’s life.
• Maintains acceptable performance levels with regards to established metrics, including time utilization, quality of work, and productivity.
• Consistently strives to provide one call resolution.

Minimum Qualifications (Education, Experience, Knowledge, Skills, and Abilities)

• 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 Member Care Representative 1 or previous Digital Services experience required.
• 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 skills.
• Analytical and sound decision-making skills.
• Commitment to identify member’s spoken, as well as unspoken, needs to successfully solve their issues the first time.
• Self-motivated and self-managed.
• Builds collaborative and productive relationships across the organization.
• Continually learns and stays current on trends in the financial industry.
• Comfortable working in a team environment.
• Maintains good attendance, punctuality and adherence to work schedule.
• Completes all TDECU regulatory and compliance training by scheduled due dates.

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 by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.