Job Description
Digital Service & Support Representative 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. Knowledge, Skills, and Abilities Desire to help people. Strong understanding of Digital Banking systems, including internet browsers and Smartphone technology. Strong working knowledge of re