Representative - Member Care

TDECU

86d

About The Position

In an Inbound Call Center setting, the Member Care 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.

Requirements

• High School Diploma or equivalent mix of education and experience is required.
• Previous customer service experience required.
• Call Center or Banking experience is a plus.
• 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.
• Self motivated and self managed.
• Demonstrates effective time management.
• Maintains good attendance, punctuality and adherence to work schedule.

Nice To Haves

• Additional training or experience with technical support or troubleshooting online and mobile banking issues is preferred.
• Commitment to identify member’s spoken, as well as unspoken, needs to successfully solve their issues the first time.
• Builds collaborative and productive relationships across the organization.
• Continually learns and stays current on trends in the financial industry.
• Comfortable working in a team environment.

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.

What This Job Offers

• Education Level: High school or GED