Digital Deposit Services Representative

Position Summary:
In an Inbound Call Center setting, the Digital Deposit Services Representative will create exceptional member service experiences by maintaining a professional demeanor and delivering world class service to our members. This role will be responsible for providing assistance and in depth trouble shooting, decision making support, and ensuring quick and accurate resolutions for members and prospective members regarding their financial well being.
Essential Duties and Responsibilities:
Responds to online requests from member and non-members to open new TDECU memberships and/or new deposit products.
Makes outbound calls to members and non-members regarding any information needed to complete the membership or new deposit requests and/or account maintenance.
Using the standard call model, takes incoming calls from members requesting outgoing and incoming wires, and members and TDECU employees in regards to online account opening status, general IRA questions and Certificate of Deposit requests.
Researches problems through use of various systems and data sources to solve issues and answer member inquiries accurately and quickly.
Proactively recommends services and solutions that will improve the member’s life.
Educates the member on digital self service tools; trouble shoots Member issues regarding TDECU Self-Service tools.
Consistently strive to provide one call resolution.
Minimum Qualifications:
(Education, Experience, Knowledge, Skills, and Abilities)
Education
High School Diploma or equivalent mix of education and experience is required. Additional training or experience in a banking or a call center environment is preferred.
Experience
Previous customer service experience required.
Call Center or Banking experience a plus.
Six months or more as a Member Care Representative 1 or previous experience with account opening, IRA and/or Certificate of Deposit processing.
Must attend and pass TDECU New Accounts Training.
Knowledge, Skills, and Abilities
Desire to help people.
Ability to build rapport with all members/callers and stay calm under pressure.
Ability to defuse high-tension situations confidently, effectively and professionally.
Commitment to identify member’s spoken, as well as unspoken, needs to successfully solve their issues the first time.
Digital Acumen displaying a technical support mentality.
Self motivated and self managed.
Maintains an optimistic attitude.
Builds collaborative and productive relationships across the organization.
Demonstrates effective time management.
Continually learns and stays current on trends in the financial industry.
Strong working knowledge of relevant software including Microsoft Office, core systems and various other supporting applications.
Maintains acceptable performance levels with regards to phone and processing established metrics including time utilization, quality of work, and number of items processed.
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.