Service Center Agent I
About The Position
The Service Center Agent I serves as a trusted ambassador of Texas Tech Credit Union, providing member service through phone and video support. The role assists members and non-members with inquiries in an empathetic, efficient, and professional manner. As a key point of contact for the Service Center, the agent resolves issues, educates members about products and services, and supports a seamless phone-banking experience. The position requires maintaining member confidentiality and a thorough working knowledge of credit union policies and procedures. Additional duties may be assigned as needed to support operations.
Requirements
- High school diploma or equivalent.
- Ability to multitask while maintaining attention to detail and service quality.
- Strong problem-solving abilities to address and resolve member issues.
- Experience meeting individual and team goals.
- Ability to collaborate with colleagues and contribute to a positive team environment.
Nice To Haves
- Previous Teller, Customer Service, Retail, or Food Service experience.
- Bilingual in English and Spanish.
- Ability to navigate and explain online banking systems and mobile apps and troubleshoot 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 every member professionally and in a TREKS manner.
- Answer questions about account types and Texas Tech Credit Union products.
- Respond to member requests, inquiries, complaints, and concerns received by telephone in a timely, accurate, and kind manner.
- Coordinate with other departments as needed to resolve issues related to members’ needs.
- Escalate complex issues to appropriate departments or supervisors when necessary.
- Address inquiries regarding accounts, transactions, general loan information, and payments.
- Assist members with online banking, mobile app use, and technical troubleshooting.
- Assist members in completing online forms for stop payments, address changes, wires, credit cards, and check orders.
- Help protect members’ accounts by reviewing suspicious activity and determining its 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 a thorough working knowledge of Texas Tech Credit Union policies and procedures.
- Adapt to changing organizational and operational needs and take on additional duties as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
