What are the responsibilities and job description for the Call Center Representative - Arlington position at Texas Trust Credit Union?
CALL CENTER REPRESENTATIVE / MEMBER CARE ADVOCATE I
Position Type: Full Time/ Non-Exempt
Immediate Supervisor: Member Care Performance Manager
Role Responsibilities
Responsible for satisfying member’s financial needs in the following areas:
• Answer inbound calls from members in a call center environment while maintaining a high level of professionalism.
• Follow the consumer identify verification process according to company policy. including the Customer Information Program (CIP) and Knowledge-Based Authentication (KBA)
• Adhere to all system Warning Codes and Fraud Alerts per company policy.
• Perform all maintenance functions to better meet the needs of the member.
• Have an understanding of other departments processes as well as documentation for other departments to process transactions.
• Actively expand the member relationships by cross selling products or referring customers to appropriate lines of business.
• Handle emails, chat and voice mails that come into the Call Center.
• Document all interactions with members, and follow up to ensure work is completed timely, accurately and within required service standards.
• Ability to handle difficult member calls to resolution.
• Maintain a working knowledge of the Credit Union’s complete line of products, services, and promotions as well as all compliance regulations.
• Ability to positively adjust to a rapidly changing environment.
• Driven to meet individual and team performance goals defined by Management.
• 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.
