Call Center Representative

Houston Federal Credit Union; Sugar Land (TX); On-site; USD 35,000 - 50,000; Full time

Job summary

Houston Federal Credit Union is looking for a Full-Time Employee in Sugar Land, Texas, to assist members with their inquiries across various communication channels, including phone and email.

The ideal candidate will have strong interpersonal skills, the ability to maintain member accounts, and a commitment to providing excellent service. Qualifications include a high school education and related experience.

Qualifications

• One to three years of similar or related experience.
• Work involves personal contact for conflict resolution and relationship building.

Responsibilities

• Assist members with telephone, fax, email, and internet requests.
• Provide professional service to members and potential members.
• Maintain member account information on the computer system.

Skills

Good listening and telephone skills

Conflict resolution

Building relationships

Education

High school education or GED

Job description

Job Details

Job Location: Sugar Land, TX 77479

Employer: Houston Federal Credit Union

Employment Type: Full Time, Non-Exempt

Location: Sugar Land, Texas Office

Work Hours: Monday through Friday – 9:00 a.m. – 6:00 p.m., Saturday – 9:00 a.m. – 2:30 p.m.

Role

To assist members and potential members with their telephone, email, fax and internet requests; explains services, responds to problems, and directs phone calls to the appropriate area. Provides information for HFCU employees and assists with problems.

Essential Functions & Responsibilities

• Assists members and potential members with telephone, fax, email, and internet requests; answers questions about products and services and directs calls to appropriate areas. Provides information for HFCU employees and assists with problems. Resolves problems within authority; refers beyond authority to supervisor with recommendations.
• Acts as the member’s advocate in offering products and services.
• Maintains member account information on computer system.
• Works assigned reports to provide quality control.
• Receives and processes wire requests from members following established procedures.
• Performs other related duties as assigned.

Performance Measurements

• Provide accurate, courteous, friendly, timely, professional service to all members and potential members. Answer telephone immediately; respond to correspondence within 1 working day.
• Accurately and effectively troubleshoot or direct all calls.
• Process member transactions with minimal errors.
• Provide accurate, courteous, friendly, timely and professional service to all HFCU employees.
• Add to and maintain knowledge of all new products, services, policies and procedures to remain compliant with regulations.
• Accurately process wire requests following established procedures and meeting deadlines while limiting risk exposure.
• Maintain a professional work environment and businesslike appearance.
• Maintain a dependable record of attendance and timeliness.
• Responsible for compliance with all required regulations and policies, especially BSA and OFAC.

Knowledge and Skills

Experience

• One year to three years of similar or related experience.

Education

• High school education or GED.

Interpersonal Skills

• Work involves personal contact with others inside/outside the organization for conflict resolution, building relationships, and soliciting cooperation. Discussions require confidentiality and discretion, diplomacy, and tact.

Other Skills

• Good listening and telephone skills; able to operate a 10‑key calculator, typewriter, and computer keyboard; able to make decisions with minimum information.

Must have qualities that are consistent with our CORE Values

• Integrity, Honesty, & Respect
• Passion, Commitment & Enthusiasm
• Seek Excellence in All We Do
• Work Hard and Have Fun
• Friendly Service and Superior Value

Qualifications