Call Center Advocate

About the Role

The Call Center Advocate is a full-time, on-site role based in Fort Worth, TX. The advocate is responsible for delivering high-quality service to members via phone and other communication channels.

Key Responsibilities

• Respond to member inquiries.
• Provide account information.
• Process transactions.
• Offer guidance on credit union products and services.
• Handle inbound calls.
• Resolve issues efficiently.
• Document interactions in member systems.
• Follow established policies and procedures to ensure accuracy and compliance.
• Identify opportunities to educate members on financial solutions.
• Support branch and back-office teams with member follow-up.
• Contribute to a positive, member-centric experience.
• Maintain consistent attendance.
• Collaborate with colleagues.
• Adhere to performance and quality standards.

Requirements & Tech Stack

• Computer systems
• Call center software
• Data entry

Qualifications

• Strong customer service and member support skills, with the ability to handle inquiries and resolve issues in a professional, empathetic manner.
• Effective verbal and written communication skills, including active listening and clear explanation of financial products and account information.
• Basic financial and banking knowledge, with the ability to learn credit union products, services, and regulatory requirements.
• Proficiency with computer systems, call center software, and data entry, with attention to accuracy and detail.
• Ability to manage high call volumes, prioritize tasks, and maintain composure in a fast-paced environment.
• Collaborative mindset and willingness to work closely with team members and other departments to support members.
• High school diploma or equivalent required.
• Some college coursework or prior financial services experience is preferred.
• Demonstrated reliability, integrity, and commitment to Texas Trust’s mission of building brighter financial futures.