Representative - Digital Service and Support

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

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.

• 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.

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.