Call Center Administrator - Main Office

Texas Bay Area Credit U•Houston, TX

3d•$17 - $22•Onsite

About The Position

In order to help Texas Bay Credit Union (TBCU) stand out as a leading financial institution the Call Center Administrator is responsible for all TBCU digital platforms such as Zelle, Architect, DTS, Bill Pay, and Elthropy. They are primarily in charge of Chat, Architect Message Center, C-View, webmail, and Banno. These duties may be performed at any credit union office as assigned.

Requirements

A high school education or GED
One year to three years of similar or related experience
Completion of required training courses
Proficient in MS Office and computer skills
Completion of required training courses
Demonstrate knowledge of all financial procedures, products, and services
Demonstrate call center and e-channel knowledge
Attention to detail and strong organizational skills
Analytical, problem resolution, and decision-making skills
Strong verbal and non-verbal communication skills
Must be self-motivated and a quick learner
Must be able to multi task and work well in a fast-paced environment
Ability to work independently and accurately prioritize workload with minimal supervision
Excellent member service skills
Demonstrate all Texas Bay Core Values
Demonstrate the ability to maintain confidentiality and exercise discretion
Must be able to work in a deadline driven environment and analyze complex transactions

Responsibilities

Maintain and work Banno, Webmail, C-View, and our digital message center.
Aid and when needed, take over extensive, escalated research and follow up with our members.
Assist members through the online chat feature of our website. Answers general questions through the chat feature and instructs members how to reach the credit union for personal account questions.
Provide C-view support to Collections, Mortgage, E-services, and ITM’s.
Research, troubleshoot, and provide support with Zelle, Architect, Bill Pay, and Eltropy.
Conducts wires 50K-100K
Opens and close all accounts through the call center.
Maintain a working knowledge of all TBCU products, policies, procedures, and promotions. This includes the meaning of credit unions and organizational philosophy, values, and mission statement.
Respond to all inquiries, complaints, and questions from callers in a courteous and professional manner. Maintain confidentiality concerning member accounts and credit union business.
Research member accounts as needed and follow up with members in a timely manner.
Respond to inquiries, and complaints, and solve problems for members regarding their accounts and/or loans. Refer escalated problems to the contact center's leadership team. Follow up with members to ensure complete satisfaction.
Respond to inquiries regarding loan policy and procedures to members and coworkers. If unable to meet the member’s request, refer them to an FSR, ABM, or Branch Manager.
Provide backup and support to all Call Center Representatives and the Call Center Management team.
Play an active part in helping credit union teams function smoothly and efficiently.
Stay alert to potential problems and propose changes to policies and programs.
Perform other duties as assigned or needed.
As an employee of a “Essential Business” (as defined by Texas’s Executive Order GA 14), employees are expected to continue to report to work as scheduled during state issued emergency declarations.
Comply with all federal, state, and local regulations.