Sr. Representative - Member Care

Position Summary

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

Essential Duties And Responsibilities

• Provides assistance to Member Care Representatives by answering general questions and providing transaction approvals including loan approvals and denials.
• Affords assistance with other relevant functions.
• Makes daily monitoring of work queues and responds with approvals or denials for a variety of same-day member requests, which may include, but are not limited to, SAIL applications, loan extension requests, fee refunds and reversals, and updates to profiles.
• Following the standard call model, handles escalated calls and resolves complex issues.
• Edifies the team and members on TDECU services, answers questions, and directs members to appropriate departments for specialized services as needed.
• Consistently strives to provide one-call resolution.
• Distributes member documentation received via phones, email, fax, and chat to MC Representatives for timely completion and resolution.
• Initiates research and facilitates problem resolution through inquiry and cooperation with other departments.
• Supports the department in accordance with business needs, 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.

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

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

Knowledge, Skills, And Abilities

• Desire to help people.
• Ability to build rapport with all members/callers and stay calm under pressure.
• Ability to defuse high-tension situations confidently, effectively, and professionally.
• Commitment to identify member’s spoken, as well as unspoken, needs to successfully solve their issues the first time.
• Digital Acumen displaying a technical support mentality.
• Self-motivated and self-managed.
• Maintains an optimistic attitude.
• Builds 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.
• 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.

Disclaimer

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.