Representative - Member Care 1

Digital Service & Support Representative

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.

Minimum Qualifications

High School Diploma or equivalent mix of education and experience is required. Additional training or experience with technical support or troubleshooting online and mobile banking issues is preferred.

Previous customer service experience required. Call Center or Banking experience is a plus.

Six months as Member Care Representative 1 or previous Digital Services experience required.

Knowledge, Skills, and Abilities

Physical Demands and Work Environment

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.