Service Center Agent I

TEXAS TECH FEDERAL CREDIT UNION•Lubbock, TX

1d•Onsite

About The Position

The Service Center Agent I serves as an ambassador of Texas Tech Credit Union, providing member service through phone and video support. The role assists members and non-members with empathy, efficiency, and professionalism; builds member relationships; resolves issues; explains products and services; and supports a seamless phone banking experience. The position is part time and located at the Lubbock Operations Campus in Lubbock, Texas, with a day shift and no travel.

Requirements

High school diploma or equivalent.
Ability to multitask while maintaining attention to detail and service quality.
Strong problem-solving skills to address and resolve member issues.
Ability to work collaboratively with colleagues and contribute to a positive team environment.
Experience meeting individual and team goals.

Nice To Haves

Previous Teller, customer service, retail, or food service experience.
Bilingual in English and Spanish.
Skill in navigating and explaining online banking systems and mobile apps, and troubleshooting technical issues.
Previous banking or call center experience.

Responsibilities

Serve members and employees pleasantly and professionally in alignment with Texas Tech Credit Union’s core values of Trust, Respect, Excellence, Kindness, and Stewardship.
Greet members professionally and answer questions about account types, products, and services.
Respond to member requests, inquiries, complaints, and concerns by telephone in a timely, accurate, and kind manner.
Coordinate with other departments to resolve member needs and escalate complex issues to appropriate departments or supervisors when necessary.
Address inquiries about accounts, transactions, general loan information, and payments.
Assist members with online banking, mobile app use, and technical troubleshooting.
Help members complete online forms for stop payments, address changes, wires, credit cards, and check orders.
Review suspicious activity to help members protect their accounts and determine account impact.
Complete travel alerts and resolve debit card fraud alerts.
Maintain accurate records of member interactions and transactions.
Attend and participate in job-related training sessions.
Mail, fax, or email account documents as needed.
Maintain member confidentiality and working knowledge of Texas Tech Credit Union policies and procedures.
Adapt to changing organizational and operational needs and take on additional duties as needed.