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Call Center Representative

2 months ago

Pasadena, United States Texas Bay Credit Union Full time
Job DescriptionJob Description

Location

12611 Fuqua Street
Houston, TX 77034

**this is not a remote position**


Primary Job Function

In order to help Texas Bay Credit Union (TBCU) stand out as a leading financial institution the Call Center Representative is responsible for assisting members over the phone with financial transactions and delivering exceptional member service.

Essential Duties and Responsibilities

  • Respond to all inquiries, complaints, and questions from callers in a courteous and professional manner.
  • Maintain confidentiality concerning member accounts and credit union business.
  • Keep abreast of all credit union products and services to the extent that you are able to answer all member questions. This includes marketing promotions, membership eligibility, general knowledge regarding loan servicing, accounting inquiries, rates, etc.
  • Research member accounts as needed and follow-up with members in a timely manner.
  • Actively promote and sell credit union products and services by recognizing member needs and matching services and products according to needs. Maintain proper documentation for tracking.
  • Maintain daily log of incoming phone calls.
  • Participates in the Performance Reward Program.

Other Duties and Responsibilities

  • Processing emailed loan applications, processing verifications of deposit, and retrieving and responding to emails from members.
  • Play an active part in helping credit union teams function smoothly and efficiently.
  • Stay alert to potential problems and propose changes to policies and programs.
  • Back-up other coworkers as needed.
  • Perform other duties as assigned or needed.
  • As an employee of a “Essential Business” (as defined by Texas’s Executive Order GA 14), employees are expected to continue to report to work as scheduled during state issued emergency declarations.
  • Comply with all Federal, State, and Local regulations.

Required Knowledge

  • A high school education of GED
  • One year to three years of similar or related experience, previous call center experience preferred
  • Completion of required training courses
  • Proficient in MS Office and computer skills

Required Abilities

  • Attention to detail and strong organizational skills
  • Analytical, problem resolution, and decision-making skills
  • Strong verbal and non-verbal communication skills
  • Must be self-motivated and a quick learner
  • Must be able to multi task and work well in a fast-paced environment
  • Excellent member service skills
  • Demonstrate all Texas Bay Core Values
  • Demonstrate the ability to maintain confidentiality and exercise discretion

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. The employee is regularly required to walk, sit, reach with hands and arms, kneel, talk, hear, and climb stairs. The employee must occasionally lift and/or move 10-15 pounds. This position requires viewing of computer monitor for extended lengths of time and travel to and from all credit union offices.

Disclaimer

The above information on the description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.