Call Center Representative - Full-Time (10am-7pm shift)

EECU • Fort Worth, TX

16h • Hybrid

About The Position

EECU is seeking a Member Services Representative who is passionate about delivering exceptional member service. In this role, you will assist members over the phone, providing top-tier support with their accounts, ensuring every interaction is efficient, courteous, and helpful. The position offers a fantastic work-life balance, with eligibility for a hybrid schedule (3 days in office, 2 days remote) after 6 months of in-office training. To qualify for hybrid work, candidates must demonstrate successful independent work, meet productivity goals, and have a reliable wired, high-speed internet connection (20Mbps+ download/5Mbps+ upload). EECU will provide necessary equipment like a computer, monitor, keyboard, mouse, and headset. For over 90 years, Fort Worth-based EECU community credit union has been dedicated to providing members "A Better Way of Banking®." As one of Texas's largest credit unions with $4 billion in assets, EECU serves over 297,000 members through 21 financial centers across North Texas. EECU has been recognized for its corporate philanthropy, named Best Bank/Credit Union by the Fort Worth Star Telegram, and is the first credit union in Fort Worth to be Blue Zones certified for promoting employee well-being.

Requirements

• Minimum of one-year prior call center or financial experience required
• Effective verbal and written communication with both external and internal members
• Problem solving skills
• Approach problems logically and with good judgment to ensure the appropriate member outcome
• Accuracy and attention to detail
• Required to abide by all applicable regulatory and department policy and procedures
• Efficiently be able to manage multiple browsers, tabs, and window navigation while remaining available to speak with a member
• Previous customer service experience
• Must be willing to work in a fast-paced environment that requires 100% phone-based interaction
• Excellent attendance a MUST
• Ability to easily commute to call center in Downtown Fort Worth
• High school diploma or equivalent
• Must be willing to work Monday-Friday 10am-7pm with 9am-1pm rotating Saturdays
• For hybrid eligibility: show that you can successfully work independently and meet productivity goals
• For hybrid eligibility: have a reliable wired, high-speed internet and broadband connection (20Mbps+ download speed/ 5Mbps+ upload speed)
• Applicants with good credit history will be considered for open positions

Nice To Haves

• Bilingual preferred - able to read, write, and speak Spanish

Responsibilities

• Deliver exceptional service to members by answering inbound calls timely, professionally and courteously
• Maintain performance standards in quality, attendance, and an overall team centric work ethic
• Take ownership of each member while empathizing and prioritizing member needs
• Build lasting relationships with members by always being available, offer products and services as appropriate, and put each member first with every interaction
• Protect members and EECU from potential identity theft or fraud by accurately verifying members, keeping information confidential, and raise concerns when in doubt
• Resolve conflicts and manage member expectations
• Adhere to all Federal and State Rules and Regulations that pertain to Bank Secrecy Act, Anti-Money Laundering, Bank Bribery Act and NCUA Privacy Regulations

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees