Digital Services Advocate - Part Time

The Digital Services Advocate is responsible for satisfying members' financial needs through chat, email, and SMS. They serve as a knowledgeable resource to efficiently resolve various request and are expected to cross-sell financial solutions to enhance the member's financial relationship with Texas Trust Credit Union. This team member must have a great deal of enthusiasm for helping others and for achieving individual and organizational goals:

• Manages Member Service Center account applications to ensure they are handled efficiently and promptly;
• Open new accounts, accurately with required documentation while adhering to compliance standards and Federal Regulations;
• Ask applicable questions to complete financial profiles on members to uncover additional needs for relationship expansion opportunities;
• Proficient at educating members and cross-selling products and services to help them meet their financial goals;
• Enhance the member service experience by finding ways to say, "Yes, and" when addressing concerns;
• Manage multiple member inquiries and resolve problems through high volume email, chat and SMS channels, with a focus on self-service education;
• Actively support and contribute to organizational and departmental service and productivity goals;
• Stay informed of the Credit Union's complete line of products, services, promotions, and compliance regulations;
• Follow the consumer identify verification process according to company policy; including the Customer Information Program (CIP) and Knowledge-Based Authentication (KBA);
• Perform various other duties as assigned;
• Compliance with all Credit Union policies, regulations, and laws applicable to carrying out duties and responsibilities;
• Presents a helpful and positive attitude, focusing on solutions and promoting a collaborative environment at all times;
• Practices and brings to life with the team our "Yes And... culture;
• Comply with established regulations and law requirements;
• Perform various other duties as assigned.

Requirements
Required Experience

• Two (2) years of customer service experience;
• Call Center experience preferred.

Skills, Education and/or Certifications Required

• High School Diploma/GED;
• Must be able to navigate multiple computer systems with proficiency while assisting members
• Ability to positively adjust to a rapidly changing environment;
• Understand how to present features and benefits of products and services to the member with differing needs;
• Strong active reading, typing and communication skills;
• Professional written communications skills required;
• Must be articulate and communicate knowledgeably and with confidence
• Possess a strong work ethic, reliability and team player mentality;
• Must be organized and able to meet the demands of the role
• Highly developed sense of integrity and commitment to member satisfaction;
• Required to handle all member information confidentially;
• Availability to work Saturdays and/or extended hours for team meetings or to meet business needs;
• Requires an organized, detail-oriented self-starter who is able to work independently;
• Strong processing, analytical and problem solving skills;
• Strong listening skills and communication skills;
• Possess a strong work ethic and team player mentality;
• Highly developed sense of integrity and commitment to member satisfaction;
• Required to handle all member information in a confidential manner;
• Professional written and verbal communications skills.