Sr. Representative - Member Care

About the Role

The Member Care Senior Representative creates an exceptional member service experience in an Inbound Call Center setting 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. Acts as a resource and provides technical support to Member Care Representatives while assisting the manager in providing leadership to the team.

Responsibilities

• Provides assistance to Member Care Representatives by answering general questions and providing transaction approvals, including loan approvals and denials.
• Assists with other relevant functions and monitors work queues daily to respond with approvals or denials for same-day member requests, such as SAIL applications, loan extension requests, fee refunds and reversals, and profile updates.
• Handles escalated calls following the standard call model and resolves complex issues.
• Educates the team and members on TDECU services, answers questions, and directs members to the appropriate department for specialized services as needed.
• Strives to provide one-call resolution and distributes member documentation received via phone, email, fax, and chat to MC Representatives for timely completion.
• Initiates research and facilitates problem resolution through inquiry and cooperation with other departments.
• Supports the department by performing transaction processing and answering calls to assist with workload as needed.
• May deliver work-group-specific training for representatives and/or facilitate team meetings.

Requirements

• High School Diploma or equivalent required; additional training or experience in banking or a call center environment is preferred.
• Previous customer service experience required; call center or banking leadership experience is a plus.
• Six months or more as a Member Care Representative with advanced system and process knowledge.
• Proficient in the call skills model and participates in generalist activities such as training, mentoring, and team chat.

Skills

• Desire to help people and ability to build rapport with all members/callers.
• Ability to stay calm under pressure and defuse high-tension situations confidently, effectively, and professionally.
• Commitment to identifying members’ spoken and unspoken needs to resolve issues on the first call.
• Digital acumen displaying a technical support mentality.
• Self-motivated and self-managed with an optimistic attitude.
• Builds collaborative and productive relationships across the organization.
• Demonstrates effective time management and continually learns to stay current on trends in the financial industry.
• Strong working knowledge of relevant software, including Microsoft Office, core systems, and various supporting applications.
• 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

• Frequently 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.