Digital Service and Support Representative

Summary

Texas Dow Employees Credit Union is seeking a Digital Service and Support Representative to provide exceptional member service in an inbound call center setting. The role assists members with account inquiries, product information, digital self-service tools, online banking, Bill Pay, email, and chat applications while delivering accurate, efficient resolutions.

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
• 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

Skills

• High School Diploma or equivalent required
• Previous customer service experience required
• Six months as Member Care Representative 1 or previous Digital Services experience required
• 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
• 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
• Additional training or experience with technical support or troubleshooting online and mobile banking issues is preferred
• Call Center or Banking experience is a plus

Qualifications

Must Haves

• High School Diploma or equivalent required
• Previous customer service experience required
• Six months as Member Care Representative 1 or previous Digital Services experience required
• 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
• 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

Nice to Haves

• Additional training or experience with technical support or troubleshooting online and mobile banking issues is preferred
• Call Center or Banking experience is a plus