Digital Service & Support Specialist (Inbound Call Center)

TDECU; Houston (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

TDECU is seeking a Digital Service & Support Representative for its inbound call center. The role focuses on delivering world-class service to members and prospective members, handling inquiries across online banking, digital tools, and product offerings.

Responsibilities include educating members on self-service tools, troubleshooting digital issues, and resolving inquiries with a focus on one-call resolution while meeting performance metrics.

Qualifications

• Respond to inquiries from members, prospective members and third parties via multiple contact methods.
• Educate members on digital self-service tools and troubleshoot Self-Service issues.
• Identify sources of problems and provide effective resolutions for online banking, Bill Pay, Email and Chat.
• Proactively recommend services and solutions to improve members' financial wellbeing.
• Maintain performance levels against metrics like time utilization, quality of work, and productivity.
• Strive to provide one-call resolution on every interaction.

Responsibilities

• Respond to inquiries from members, prospective members and third parties via multiple contact methods.
• Educate members on digital self-service tools and troubleshoot Self-Service issues.
• Identify sources of problems and provide effective resolutions for online banking, Bill Pay, Email and Chat.
• Proactively recommend services and solutions to improve members' financial wellbeing.
• Maintain performance levels against metrics like time utilization, quality of work, and productivity.
• Strive to provide one-call resolution on every interaction.

Job description

TDECU is seeking a Digital Service & Support Representative for its inbound call center. The role focuses on delivering world-class service to members and prospective members, handling inquiries across online banking, digital tools, and product offerings.

Responsibilities include educating members on self-service tools, troubleshooting digital issues, and resolving inquiries with a focus on one-call resolution while meeting performance metrics.