Representative - Member Care
About The Position
Position Summary: In an Inbound Call Center setting, the Digital Service & Support Representative will create exceptional member service experiences by maintaining a professional demeanor and delivering world class service to our members. Provides assistance and in depth trouble shooting, decision making support, and ensures quick and accurate resolutions for members and prospective members regarding their financial well being. Essential Duties and Responsibilities: Using the standard call model, responds to inquiries from members, prospective members and third parties regarding specific account inquiries, product offerings and general questions regarding the credit union through multiple contact methods. Educates the member on digital self service tools; trouble shoots member issues regarding TDECU Self-Service tools Ability to identify source of problem and effective resolution for online banking, Bill Pay Services, Email and Chat applications used within credit union. Proactively recommends services and solutions that will improve the member’s life. Maintains acceptable performance levels with regards to established metrics, including time utilization, quality of work, and productivity. Consistently strive to provide one call resolution.
Requirements
- High School Diploma or equivalent required.
- Previous customer service experience required.
- Desire to help people.
- Strong understanding of Digital Banking systems, including internet browsers and Smartphone technology.
- Strong working knowledge of relevant software including Microsoft Office, core systems, web browsers and various other supporting applications.
- Digital Acumen displaying a technical support mentality.
- Critical thinking skills.
- Analytical and sound decision making skills.
- Commitment to identify member’s spoken, as well as unspoken, needs to successfully solve their issues the first time.
- Self motivated and self managed.
- Builds collaborative and productive relationships across the organization.
- Demonstrates effective time management.
- Continually learns and stays current on trends in the financial industry.
- Comfortable working in a team environment.
- Maintains good attendance, punctuality and adherence to work schedule.
- Completes all TDECU regulatory and compliance training by scheduled due dates.
Nice To Haves
- Additional training or experience with technical support or troubleshooting online and mobile banking issues is preferred.
- Call Center or Banking experience is a plus.
Responsibilities
- Using the standard call model, responds to inquiries from members, prospective members and third parties regarding specific account inquiries, product offerings and general questions regarding the credit union through multiple contact methods.
- Educates the member on digital self service tools; trouble shoots member issues regarding TDECU Self-Service tools
- Ability to identify source of problem and effective resolution for online banking, Bill Pay Services, Email and Chat applications used within credit union.
- Proactively recommends services and solutions that will improve the member’s life.
- Maintains acceptable performance levels with regards to established metrics, including time utilization, quality of work, and productivity.
- Consistently strive to provide one call resolution.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1-10 employees
