Member Experience Specialist

Resource One Credit Union; Dallas (TX); On-site; USD 34,000 - 52,000; Full time

Job summary

Resource One Credit Union is seeking a Contact Center Agent to be the first point of contact for members across phone and digital channels. You will resolve inquiries, provide accurate information, and promote financial products, while maintaining confidentiality and quality service.

The role emphasizes empathy, quick resolution, and cross-selling within a fast-paced environment. Candidates should have at least one year in customer service and be proficient with CRM and digital banking tools.

Qualifications

• High school diploma or equivalent.
• Minimum of 1 year experience in a customer service role (call/contact center, retail, banking, etc.).
• Excellent verbal and written communication skills.
• Experience with CRM and digital banking systems.

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.
• 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

Digital systems

Independent work

Organization

Adaptability

Education

High school diploma or equivalent

Tools

CRM

Multi-line phone systems

Job description

Resource One Credit Union is seeking a Contact Center Agent to be the first point of contact for members across phone and digital channels. You will resolve inquiries, provide accurate information, and promote financial products, while maintaining confidentiality and quality service.

The role emphasizes empathy, quick resolution, and cross-selling within a fast-paced environment. Candidates should have at least one year in customer service and be proficient with CRM and digital banking tools.