Representative, Member Care

About the Role

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. You will provide assistance, in-depth troubleshooting, decision-making support, and ensure quick and accurate resolutions for members and prospective members regarding their financial well-being.

Key Responsibilities

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

Requirements & Tech Stack

• High School Diploma or equivalent mix of education and experience.
• Microsoft Office
• Core systems and various other supporting applications.

Qualifications

• A minimum of 6 months of customer service experience is required.
• Additional training or experience in a banking or a call center environment is preferred.
• 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 a technical support mentality.
• Self-motivated and self-managed.
• 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.

Work Arrangement

• Hybrid work arrangement, requiring three days of on-site work in the Sugar Land, TX office.
• The noise level in the work environment is usually moderate.