Contact Center Specialist
About The Position
Texas DPS Credit Union is seeking a Contact Center Specialist to help members manage their financial lives through phone, email, texting, live chat, and video banking. The role supports all member account and product types and helps expand digital service offerings through Eltropy. It is suited to a financial services professional who enjoys solving problems, building relationships, and using technology to make service easier. The specialist answers questions about deposit accounts, loans, credit cards, balances, transactions, and digital services; processes authorized transactions and loan payments by phone; provides payoff quotes; and assists with skip-a-payment requests and routine loan servicing. The position also supports digital channels, card servicing, fraud concerns, disputes, account research, and basic consumer loan application intake. The specialist identifies member needs, recommends appropriate solutions, and shares knowledge with teammates. The work involves prolonged periods at a desk using a computer, headset, and video tools, with frequent member communication. Essential duties may be performed with or without reasonable accommodation. Responsibilities may be updated as business needs change.
Requirements
- High school diploma or GED.
- Strong communication, accuracy, organization, and problem-solving skills.
- Member or customer service experience is preferred; credit union, banking, or comparable financial services experience is preferred.
- Contact center, digital banking support, and debit or credit card servicing experience are strongly preferred.
- Experience with texting, live chat, video service, Eltropy or similar platforms, and consumer loan application intake is preferred.
- Bilingual English and Spanish skills are preferred.
Nice To Haves
- Member or customer service experience.
- Credit union, banking, or comparable financial services experience.
- Contact center experience.
- Contact center, digital banking support, and debit or credit card servicing experience.
- Experience with texting, live chat, video service, Eltropy or similar platforms, and consumer loan application intake.
- Bilingual English and Spanish skills.
Responsibilities
- Answer questions about deposit accounts, loans, credit cards, balances, transactions, and digital services.
- Process authorized transactions and loan payments by phone; provide payoff quotes; and assist with skip-a-payment requests and routine loan servicing.
- Support texting, live chat, and video banking, providing clear communication and timely follow-through.
- Help members use online and mobile banking and troubleshoot common digital service issues.
- Assist with card servicing, suspected fraud, disputes, and account research.
- Take basic consumer loan applications, gather initial information, and hand off to lending for decisioning and processing.
- Identify member needs, recommend appropriate solutions, and share knowledge with teammates.
Benefits
- Comprehensive employer-sponsored benefits package.
- 401(k) with company match.
- Company-paid pension plan.
- Paid time off and holidays.
- Professional development and cross-training opportunities.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
High school or GED
