Representative

About the Role

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 members. Provides assistance, in-depth troubleshooting, decision-making support, and ensures quick and accurate resolutions for members and prospective members regarding their financial well-being.

Key Responsibilities

• Using the standard call model, responds to inquiries from members, prospective members, and third parties regarding specific account inquiries, product offerings, and general questions about the credit union through multiple contact methods.
• Educates members on digital self-service tools; troubleshoots member issues regarding TDECU Self-Service tools.
• Ability to identify the source of a problem and effective resolution for online banking, Bill Pay Services, Email, and Chat applications used within the credit union.
• 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.
• Consistently strives to provide one-call resolution.

Requirements & Tech Stack

• 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.
• 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.
• Demonstrates effective time management.
• 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

• 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.