Representative - Digital Service and Support

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

Job summary

Texas Dow Employees Credit Union is seeking a Digital Service & Support Representative to deliver world-class member service in an inbound call center environment. You will assist with online/mobile banking issues, educate on digital self-service tools, and resolve inquiries with a focus on first-call resolution.

The role emphasizes strong communication, problem-solving, and the ability to work in a collaborative team while meeting performance metrics and staying current with financial

Qualifications

• High School Diploma or equivalent required.
• Experience in customer service; call center or banking a plus.
• Six months as Member Care Representative 1 or Digital Services experience required.
• Additional training or experience with technical support or troubleshooting online/mobile banking preferred.

Responsibilities

• Respond to inquiries from members, prospective members and third parties about accounts and products.
• Educate members on digital self-service tools and troubleshoot issues.
• Identify source of problems and resolve issues for online banking, Bill Pay, Email and Chat.
• Proactively recommend services and solutions to improve the member's life.
• Maintain performance metrics and strive for one-call resolution.

Skills

Customer service

Digital Banking literacy

Critical thinking

Analytical thinking

Time management

Team collaboration

Self-motivation

Problem-solving

Education

High School Diploma or equivalent

Six months call center or Digital Services experience

Tools

Microsoft Office

Web browsers

Online banking tools

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.

Essential Duties and Responsibilities:

• 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.

Minimum Qualifications:

(Education, Experience, Knowledge, Skills, and Abilities)

Education

High School Diploma or equivalent required.

Additional training or experience with technical support or troubleshooting online and mobile banking issues is preferred.

Experience

Previous customer service experience required. Call Center or Banking experience is a plus.

Six months as Member Care Representative 1 or previous Digital Services experience required.

Knowledge, Skills, and Abilities

• Desire to help people.
• Strong understanding of Digital Banking systems, including internet browsers and Smartphone technology.
• Strong working knowledge of relevant software including Microsoft Office, core systems, web browsers and various other supporting applications.
• Digital Acumen displaying a technical support mentality.
• Critical thinking skills.
• Analytical and sound decision making skills.
• Commitment to identify member's spoken, as well as unspoken, needs to successfully solve their issues the first time.
• Self motivated and self managed.
• Builds collaborative and productive relationships across the organization.
• Demonstrates effective time management.
• Continually learns and stays current on trends in the financial industry.
• Comfortable working in a team environment.
• Maintains good attendance, punctuality and adherence to work schedule.
• Completes all TDECU regulatory and compliance training by scheduled due dates.

Physical Demands and Work Environment:

(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.

• Disclaimer

  The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

• Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.