Hybrid Inbound Member Care Specialist

Texas Dow Employees Credit Union; Post Oak (TX); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Texas Dow Employees Credit Union in Sugar Land, TX seeks a Generalist - Member Care (Representative - Member Care 1) for a hybrid role in our call center. You will deliver exceptional member service, handling account inquiries and guiding members to product options with a professional demeanor.

You will resolve issues using available systems, educate members on digital tools, and support quick, accurate resolutions while meeting performance metrics and compliance requirements.

Qualifications

• Education: High School Diploma or equivalent mix of education and experience.
• Experience: 6+ months of customer service experience; call center or financial services is a plus.
• Skills: rapport building, calm under pressure, digital tools proficiency.

Responsibilities

• Takes incoming calls from members, prospective members and third parties to respond to account inquiries and product questions.
• Follows standard call model learned in training.
• Researches problems through systems and data sources to resolve issues quickly.
• Proactively recommends services and solutions to improve the member's life.
• Educates members on digital self-service tools and troubleshoots issues.
• Maintains performance metrics including time utilization, quality, and call handling.
• Completes regulatory and compliance training by scheduled due dates.
• Maintains good attendance and adherence to work schedule.

Skills

Rapport building

Calm under pressure

Digital acumen

Self-motivated

Time management

Industry awareness

Microsoft Office

Education

High School Diploma

Tools

Microsoft Office

Core systems

Job description

Texas Dow Employees Credit Union in Sugar Land, TX seeks a Generalist - Member Care (Representative - Member Care 1) for a hybrid role in our call center. You will deliver exceptional member service, handling account inquiries and guiding members to product options with a professional demeanor.

You will resolve issues using available systems, educate members on digital tools, and support quick, accurate resolutions while meeting performance metrics and compliance requirements.