Representative

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. 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.

Key Responsibilities

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

Requirements & Tech Stack

• Microsoft Office
• Core systems
• Various other supporting applications

Qualifications

• High School Diploma or equivalent mix of education and experience is required.
• 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.
• 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.

Work Arrangement: Hybrid (requires three days of on-site work in the Sugar Land, TX office)