Digital Channel Lead – Call Center & E-Services

Texas Bay Credit Union; Houston (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Texas Bay Credit Union in Texas is seeking a Call Center Administrator to oversee digital platforms like Zelle, Architect, DTS, Bill Pay, and Eltropy. Responsibilities span chat, Architect Message Center, C-View, webmail, and Banno, with duties potentially performed at any credit union office.

Responsibilities include assisting members via chat, handling escalated research, and providing support to collections, mortgage, E-services, ITMs, and staff.

Qualifications

• High school diploma or GED required.
• 1–3 years of call center or customer service experience.
• Proficient with MS Office and general computer skills.
• Knowledge of digital banking platforms and privacy regulations.

Responsibilities

• Maintain and work with Banno, Webmail, C-View, and our digital message center.
• Assist and, when needed, take over escalated member research and follow-up.
• Assist members via online chat and explain how to reach the credit union for questions.
• Provide C-View support to Collections, Mortgage, E-Services, and ITMs.
• Research, troubleshoot, and support Zelle, Architect, Bill Pay, and Eltropy.
• Open and close all accounts through the call center.
• Maintain knowledge of TBCU products, policies, procedures, and promotions.
• Respond promptly to inquiries, complaints, and questions with confidentiality.
• Research member accounts and follow up in a timely manner.
• Address loan policy questions and refer to appropriate staff when needed.
• Provide backup and support to Call Center Representatives and management.

Skills

Customer service

MS Office

Communication skills

Education

High school diploma or GED

Tools

Zelle

Architect

DTS

Eltropy

Banno

C-View

Webmail

Job description

Texas Bay Credit Union in Texas is seeking a Call Center Administrator to oversee digital platforms like Zelle, Architect, DTS, Bill Pay, and Eltropy. Responsibilities span chat, Architect Message Center, C-View, webmail, and Banno, with duties potentially performed at any credit union office.

Responsibilities include assisting members via chat, handling escalated research, and providing support to collections, mortgage, E-services, ITMs, and staff.