Representative - Member Care 1

Position Summary

In an Inbound Call Center setting, you will create exceptional member service experiences by maintaining a professional demeanor and delivering service that embodies TDECU’s Service Standards. 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

• Takes incoming calls from members, prospective members and third parties to respond to specific account inquiries, product offerings and general questions regarding the credit union.
• Follows standard call model learned in training.
• Researches problems through use of various systems and data sources to solve issues and answer member inquiries accurately and quickly.
• Proactively recommends services and solutions that will improve the member’s life.
• Educates the member on digital self-service tools; troubleshoots member issues regarding TDECU Self-Service tools.
• Maintains acceptable performance levels with regards to phone and processing established metrics including time utilization, quality of work, and call handling.
• Maintains good attendance, punctuality and adherence to work schedule.
• Completes all TDECU regulatory and compliance training by scheduled due dates.

Minimum Qualifications

• Education: High School Diploma or equivalent mix of education and experience is required.
• Experience: A minimum of 6 months of customer service experience required. Call Center or Financial service experience is a plus.

Knowledge, Skills, And Abilities

• Ability to build rapport with all members/callers and stay calm under pressure.
• Commitment to identify members’ spoken, as well as unspoken, needs to successfully solve their issues the first time.
• Digital Acumen displaying technical support mentality.
• Self-motivated and self-managed.
• Buils collaborative and productive relationships across the organization.
• Demonstrates effective time management.
• Continually learns and stays current on trends in the financial industry.
• Strong working knowledge of relevant software including Microsoft Office, core systems and various other supporting applications.

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.

Company Information

• 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.