Job Details

Position Summary

The Service Center Agent (SCA) focuses on building member trust and strengthening member relationships through superior service. As the primary contact for inquiries and transactions through omnichannel services via phone, video, or website chat functions, the SCA is charged with embracing an attitude of lifetime learning and excelling at creating an excellent member experience. The SCA’s core authority rests in his/her ability to accurately assess member needs and provide effective solutions in a considerate, accurate and professional manner.

Duties & Responsibilities

• Serve TTCU members and employees pleasantly and professionally in accordance with TTCU core values of Trust, Respect, Excellence, Kindness, and Stewardship.
• Greet every member in a professional, TREKS manner.
• Answer member requests, inquiries, complaints, and concerns in a timely, accurate, and kind manner whether received via telephone, or digital customer service channels.
• Identify members’ needs, clarify information, research every issue, and provide solutions/alternatives.
• Support TTCU staff in researching and resolving routine member questions, problems or complaints regarding TTCU products and services (including, but not limited to, online and mobile banking, Wires, ACH, debit or credit card issues and basic account inquiries).
• Corresponding to other departments as needed to resolve issues on all aspects of the member’s needs.
• Mail, fax, or email account documentation as needed.
• Assist members with completing online forms or other documents as needed.
• Document all call information according to standard operating procedures.
• Responsible for ensuring proper follow-up and member satisfaction within operations best practices time frame.
• Maintain knowledge of all state and federal regulations that are applicable to Service Center positions.
• Attend and participate in job-related training sessions.
• Maintain member confidentiality.
• Maintain a thorough working knowledge of TTCU policies and procedures.
• Ability to adapt to changing organizational and operational needs; may take on additional duties and responsibilities as needed.