Call Center Member Support - Full-Time

EECU•Fort Worth, TX

5d•$0 - $21•Hybrid

About The Position

At EECU, every member interaction is an opportunity to build trust and make banking easier. We’re looking for a service-focused, solutions-oriented Member Services Representative I to assist members and prospective members by phone, resolve account and debit card concerns, process loan payments, and connect callers with products and services that fit their needs. If you communicate clearly, stay composed in a fast-paced call center, and enjoy helping people solve problems, this role offers the chance to make a meaningful impact with every call.

Requirements

One to two years of customer service experience required
Excellent customer service and verbal communication skills suited to a call center environment.
Strong listening, problem-solving, judgment, and decision-making skills, including the ability to assist difficult or upset callers professionally.
Effective product and service referral and sales skills, with the ability to identify needs and recommend appropriate solutions.
Good written communication, organization, and time-management skills.
Ability to multitask, manage follow-up work, and maintain accuracy in a fast-paced, high-volume environment.
Ability to learn and use multiple systems and software applications required to service member accounts.
Knowledge of EECU products, services, processes, and operating procedures, or the ability to develop this knowledge during training.

Nice To Haves

one year of call center or retail banking experience preferred
Bilingual skills are a plus.

Responsibilities

Provide exceptional service while responding to a high volume of member and prospective member inquiries, requests, and complaints by phone.
Service member accounts accurately and efficiently while following EECU policies, procedures, general practices, and applicable state and federal regulations.
Research, troubleshoot, and resolve account and service issues, including loan payments, debit card concerns, fraud-block removal, card capture, and other routine service needs.
Listen carefully, ask effective questions, and de-escalate difficult calls while working toward resolution during the initial contact whenever possible.
Identify member needs, educate callers about relevant products and services, and make appropriate referrals to EECU departments and third-party partners.
Open and cross-sell checking, savings, and other accounts for new and existing members.
Meet or exceed service, referral, call quality, schedule adherence, productive time, staffed time, and Net Promoter Score goals.
Coordinate with branches, merchants, outside companies, and internal departments to address member needs and support a seamless service experience.
Complete outbound service calls, special campaigns, supervisor projects, and other assigned duties as needed.
Responsible for compliance with applicable federal and state rules and regulations, including but not limited to the Bank Secrecy Act, Anti-Money Laundering requirements, Bank Bribery Act, NCUA Privacy Regulations, Reg DD, Reg E, Reg CC, Reg Z, Reg B, Servicemembers Civil Relief Act, FCRA/FACTA, and E-Sign.
Required to attend initial and ongoing annual Bank Secrecy Act training.