Call Center Member Support - Full-Time

EECU•Fort Worth, TX

4d•Hybrid

About The Position

EECU is seeking a passionate and dedicated Member Services Representative to join their team. This full-time role involves assisting members over the phone, providing top-tier support with their accounts, and ensuring every interaction is efficient, courteous, and helpful. The position offers a hybrid work schedule after an initial 6-month in-office training period, with 3 days in office and 2 days remote. To be eligible for hybrid work, candidates must demonstrate the ability to work independently, meet productivity goals, and have reliable high-speed internet. EECU provides the necessary computer equipment.

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 is a MUST.
Ability to easily commute to call center in Downtown Fort Worth.
High school diploma or equivalent.
Good credit history.
Reliable wired, high-speed internet and broadband connection (20Mbps+ download speed/ 5Mbps+ upload speed) for hybrid work eligibility.
Bilingual required for one position.

Responsibilities

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