Service Center Agent I

Operations Campus · Full time · Bilingual (Spanish) preferred; pay differential for Spanish speakers.

About the role

The Service Center Agent (SCA) focuses on building member trust and strengthening member relationships through superior service. As the primary contact for inquiries and transactions, the SCA is charged with embracing an attitude of lifetime learning and excelling at creating the very best member experience. The SCA’s core authority rests in his/her ability to accurately assess member needs and provide effective solutions in a considerate, accurate, and professional manner.

Responsibilities

• Serve Texas Tech Credit Union members and employees pleasantly and professionally in accordance with Texas Tech Credit Union core values of Trust, Respect, Excellence, Kindness, and Stewardship.
• Greet every member in a professional, TREKS manner.
• Answer member requests, inquiries, complaints, and concerns in a timely, accurate, and kind manner whether received via telephone or digital customer service channels.
• Support Texas Tech Credit Union staff in researching and resolving routine member questions, problems, or complaints regarding Texas Tech Credit Union products and services (including, but not limited to, online and mobile banking, wires, ACH, debit or credit card issues, and basic account inquiries).
• Correspond with other departments as needed to resolve issues on all aspects of members’ needs.
• Mail, fax, or email account applications or other documentation as needed.
• Assist members with completing online forms or other documents as needed.
• Document all call information according to standard operating procedures.
• Ensure proper follow-up and member satisfaction.
• Maintain a thorough working knowledge of Texas Tech Credit Union policies and procedures.
• Maintain knowledge of all state and federal regulations applicable to Service Center positions.
• Attend and participate in job-related training sessions.
• Maintain member confidentiality.
• Adapt to changing organizational and operational needs; may take on additional duties and responsibilities as needed.

Qualifications

• Previous teller, customer service, retail, or food service experience is a plus.
• Bilingual (English/Spanish) preferred.
• Experience meeting individual and team goals.
• Ability to build rapport with all members/callers and stay calm under pressure.
• Excellent communication skills, both oral (over the phone) and written.
• Ability to multitask accurately and promptly.