Member Experience Pro - Frontline Banking & Digital Support

Resource-One-Credit-Union; Dallas (TX); On-site; USD 35,000 - 55,000; Full time

Job summary

Resource One Credit Union in Dallas is seeking a Contact Center Agent to be the first point of contact for members via phone and digital channels, delivering a seamless, personalized experience and resolving issues efficiently.

The role emphasizes empathy, accuracy, privacy of financial data, and opportunities to cross-sell appropriate financial products. You will handle inquiries, process transactions, and support digital banking.

Qualifications

• High school diploma or equivalent required.
• Minimum 1 year in customer service or call center.
• Excellent verbal and written communication skills.
• Ability to maintain confidentiality with sensitive financial data.
• Comfort with CRM and multi-channel communications.
• Empathetic, solution-focused, and able to work in a fast-paced environment.

Responsibilities

• Respond to a high volume of inbound calls, emails, and digital inquiries with professionalism, efficiency, and accuracy.
• Provide detailed information about credit union products, services, policies, and procedures.
• Assist members with account inquiries, transaction history, balance verification, loan information, and digital banking support.
• Perform account maintenance tasks including address changes, payment processing, debit card orders, and more.
• Troubleshoot issues related to online banking, mobile app, debit card disputes, and ACH transactions.
• Handle sensitive financial data with the highest level of confidentiality and compliance.
• Actively identify opportunities to deepen member relationships through cross-selling of appropriate financial products and services.
• Escalate complex issues to appropriate departments while maintaining ownership of the member experience.
• Document all interactions and follow-ups accurately in the system for recordkeeping and quality assurance.
• Meet and exceed performance metrics related to call quality, resolution time, and customer satisfaction.
• Participate in ongoing training and professional development to stay current on products, policies, and systems.
• Contribute to a collaborative and positive team environment.
• Other duties as assigned.

Skills

Verbal communication

Written communication

Active listening

Empathy

Problem solving

CRM software

Multi-line phone systems

Education

High school diploma or equivalent

Tools

CRM software

Digital banking platforms

Job description

Resource One Credit Union in Dallas is seeking a Contact Center Agent to be the first point of contact for members via phone and digital channels, delivering a seamless, personalized experience and resolving issues efficiently.

The role emphasizes empathy, accuracy, privacy of financial data, and opportunities to cross-sell appropriate financial products. You will handle inquiries, process transactions, and support digital banking.