Digital Service and Support Representative

Texas Dow Employees Credit Union; Post Oak (AR); On-site; USD 38,000 - 52,000; Full time

Job summary

Texas Dow Employees Credit Union is seeking an Inbound Digital Service & Support Representative to deliver world class member service in a call center setting. You will handle inquiries across online banking, Bill Pay, Email and Chat, educate members on self-service tools and work toward quick, accurate resolutions.

The role emphasizes helping members with digital banking, requires strong customer service skills, and prefers prior banking or call center experience.

Qualifications

• Education High School Diploma or equivalent required.
• Additional training or experience with technical support or troubleshooting online and mobile banking issues is preferred.
• Experience 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.

Responsibilities

• Respond to inquiries from members, prospective members and third parties about account inquiries, product offerings, and general questions through multiple contact methods.
• Educate the member on digital self-service tools and troubleshoot issues with online banking, Bill Pay, Email and Chat applications.
• Identify sources of problems and provide effective resolutions, aiming for one-call resolution.
• Maintain performance metrics such as time utilization, quality of work, and productivity.

Skills

Customer service

Digital Banking

Troubleshooting

Communication

Teamwork

Education

High School Diploma

Tools

Microsoft Office

Online banking tools

Web browsers

Job description

Position Summary

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

• Education High School Diploma or equivalent required.
• Additional training or experience with technical support or troubleshooting online and mobile banking issues is preferred.
• Experience 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

• Desire to help people.
• Strong understanding of Digital Banking systems, including internet browsers and Smartphone technology.
• Strong working knowledge of relevant software including Microsoft Office, core systems, web browsers and various other supporting applications.
• Digital Acumen displaying a technical support mentality.
• Critical thinking skills.
• Analytical and sound decision making skills.
• Commitment to identify member’s spoken, as well as unspoken, needs to successfully solve their issues the first time.
• Self motivated and self managed.
• Builds collaborative and productive relationships across the organization.
• Demonstrates effective time management.
• Continually learns and stays current on trends in the financial industry.
• Comfortable working in a team environment.
• Maintains good attendance, punctuality and adherence to work schedule.
• Completes all TDECU regulatory and compliance training by scheduled due dates.

Physical Demands and Work Environment

(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

Disclaimer

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.

Company Background

Founded in 1955, TDECU formed when a group of Dow employees pitched in $5 each to loan a friend $35 to buy a refrigerator. That initial mission of people helping people continues today. Over the last 65 years, we have grown to meet the needs of the communities we serve and share TDECU's passion for service and great value in our products. Our first merger took us west to the Victoria area, where we made many new friends and Members. We have since become an integral part of the community. In the East Market, where we began, we opened our field of membership to serve all Brazoria County residents. Today, TDECU has 39 service locations, including 35 Member Centers. The original $35 loan has turned into over $4 billion in assets today that continue to improve our 348,000 Members' lives by helping them get what they need to achieve their financial needs and dreams.

Transparency in Coverage

This link leads to the machine readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data.