Job Description
Contact Center Partner I – (Austin, TX | On-Site) At Texas DPS Credit Union we do more than conduct routine financial transactions. We serve those who serve others, including the employees and families of the Texas Department of Public Safety, Texas Police Association, and Texas Sheriffs Association. We are here to educate our members about money matters, enhance their experience, and empower them to make decisions that put them in the best possible financial position. This vision drives our leadership team and employees in every action we take. We seek individuals who are enthusiastic about helping drive our vision and who exemplify our core values of Authenticity, Excellence, Integrity, Outstanding Service, and Unity . If you are looking to make an impact while working alongside a close-knit team, we would like to connect. What you will do as the Contact Center Partner I (CCP I) As a Contact Center Partner I, you will serve as a primary point of contact for members, delivering excellent service across phone and digital channels. You will assist with transactions, answer account inquiries, and help members navigate products and services. In this role, you will build relationships, identify opportunities to meet member needs, and ensure every interaction reflects the credit union’s commitment to service, accuracy, and professionalism. Deliver excellent member service across phone, chat, video banking, and digital channels Process a wide variety of member transactions accurately and efficiently Build relationships by identifying and recommending products and services to meet member needs Support account opening, maintenance, and digital banking access Handle member inquiries, problem resolution, and account research Refer loan and mortgage opportunities to the appropriate partners Process IRA transactions, debit/credit card requests, and dispute claims Maintain compliance with all policies, procedures, and security standards Manage multiple priorities while maintaining accuracy and attention to detail Collaborate with internal teams to support member needs and organizational goals This position suits you if: You enjoy helping people and creating a positive member experience You are comfortable working in a fast-paced, high-volume contact center environment You can balance multiple tasks while maintaining strong attention to detail You communicate clearly and confidently, both verbally and in writing You take initiative and look for opportunities to recommend helpful solutions You are dependable, adaptable, and work well within a team You are motivated to meet performance goals and service standards What We’re Looking For High school diploma or GED required Minimum 1 year of financial services or contact center experience Minimum 1 year of customer service experience Basic knowledge of credit union products, services, and operations (or ability to learn quickly) Strong communication and interpersonal skills Ability to problem solve and work independently with minimal supervision Attention to detail and accuracy in processing transactions Experience using multiple systems and software simultaneously (Fiserv preferred) Understanding of compliance and confidentiality requirements Bilingual is a plus Core Competencies Member Service Excellence Communication (Verbal & Written) Relationship Building Product Knowledge & Service Delivery Attention to Detail & Accuracy Problem Solving & Resourcefulness Time Management & Multi-Tasking Compliance & Confidentiality Teamwork & Collaboration Adaptability in a Fast-Paced Environment Why work at Texas DPS Credit Union? Competitive total compensation aligned with experience Comprehensive employer-sponsored benefits package 401(k) with company match and company-paid pension plan Paid time off and holidays Professional development and learning opportunities A team-oriented culture with regular engagement activities On-site wellness amenities and employee-focused work environment Apply If you enjoy helping others, building relationships, and working in a team-focused environment, we’d like to connect. Job Type: Full-time Pay: $20.00 - $22.00 per hour Benefits 401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance