Representative - Member Care 1 (Bilingual - Spanish)

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.

Essential Duties And Responsibilities

• Responds 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; trouble shoots member issues regarding TDECU Self-Service tools.
• 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.
• 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.