Sr. Representative - Member Care

TDECU

104d

About The Position

In an Inbound Call Center setting, the Member Care Senior Representative will create an exceptional member service experience 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. Acts as a resource and provides technical support to Member Care Representatives while assisting the manager in providing leadership to the team.

Requirements

• High School Diploma or equivalent mix of education and experience is required.
• Previous customer service experience required.
• Call Center or Banking leadership experience a plus.
• Six months or more as a Member Care Representative 1 displaying advanced system and process knowledge.
• Proficient in call skills model and participates in Generalist activities such as training, mentoring and team chat.

Nice To Haves

• Desire to help people.
• Ability to build rapport with all members/callers and stay calm under pressure.
• Ability to defuse high-tension situations confidently, effectively and professionally.
• Commitment to identify member’s spoken, as well as unspoken, needs to successfully solve their issues the first time.
• Digital Acumen displaying a technical support mentality.
• Self motivated and self managed.
• Maintains an optimistic attitude.
• Builds collaborative and productive relationships across the organization.
• Demonstrates effective time management.
• Continually learns and stays current on trends in the financial industry.
• Strong working knowledge of relevant software including Microsoft Office, core systems and various other supporting applications.
• Maintains good attendance, punctuality and adherence to work schedule.
• Completes all TDECU regulatory and compliance training by scheduled due dates.

Responsibilities

• Provides assistance to Member Care Representatives by answering general questions and providing transaction approvals including loan approvals and denials.
• Assists with other relevant functions.
• Monitor work queues daily and respond with approvals or denials for a variety of same day member requests.
• Handles escalated calls and resolves complex issues following the standard call model.
• Educates team and members on TDECU services, answers questions, and directs members to appropriate department for specialized services as needed.
• Strives to provide one call resolution.
• Responsible for distributing member documentation received via phones, email, fax and chat to MC Representatives for timely completion and resolution.
• Initiates research and facilitates problem resolution through inquiry and cooperation with other departments.
• Supports department in accordance with business needs performing transaction processing/answering calls to assist with workload as needed.
• May deliver work group specific training for representatives and/or facilitate team meetings.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED