Call Center Member Service Representative - Downtown Houston

• Great Benefits Package
• Advancement Opportunities
• 401k program
• Paid Vacation

Are you looking for a progressive company with a great reputation? Do you have keen attention to detail and a high level of accuracy, integrity, and extensive research experience? Want to feel like your work makes a difference?

One of Houston’s premier financial institutions is currently seeking Member Service Representatives responsible for assisting with obtaining the goals aligned with our mission of “going above and beyond your expectations.”

Location:3101 Harrisburg Blvd Houston, Tx 77003

Job Summary

Inan Inbound Call Center setting, the Member Care Representative will createexceptional member service experiences by maintaining a professional demeanorand delivering world class service to our members. Provides assistance andin-depth trouble shooting, decision making support, and ensures quick andaccurate resolutions for members and prospective members regarding theirfinancial wellbeing.

Essential Job Functions

• Educates the member on digital self-service tools; trouble shoots member issues regarding SCCU Self-Service tools
• 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.

• 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.

• Consistently strive to provide one call resolution.
• Maintains acceptable performance levels with regards to established metrics, including time utilization, quality of work, and productivity.

Monthly Incentive pay will be based on performance of cross sell goals, Member Service Experience, working queues, and adherence to policies and procedures.

Experience

Previous customer service experience required. Call Center or Banking experience is a plus

Skills and Abilities To perform the job successfully, an individual should demonstrate the following competencies: Strong written and verbal communication skills. Excellent problem solving and customer service skills. Ability to work effectively in a team environment. Strong organizational and time management skills.

• Intellectual - Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions
• Interpersonal - Interpersonal Awareness - The ability to notice, interpret, and anticipate others' concerns and feelings, and to communicate this awareness empathetically to others. Written Communication - The ability to express oneself clearly in business writing. Fostering Teamwork - As a team member, the ability and desire to work cooperatively with others on a team; as a team leader, the ability to demonstrate interest, skill, and success in getting groups to learn to work together. Oral Communication - The ability to express oneself clearly in conversations and interactions with others.
• Physical Demands The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will regularly lift and/or move up to 10 pounds. The employee will regularly sit; talk; hear; use hands to, handle, or feel; and reach with hands and arms. The employee will occasionally stand. Special vision requirements include close vision and the ability to adjust focus. The noise level in the work environment is usually moderate.
• Self-Management Adaptability – Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. Dependability – Follows instructions; responds to management direction; Takes responsibility for own actions; completes tasks on time or notifies appropriate person with an alternate plan. Attendance/Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent. Initiative - Ability to initiate actions based on one's owns interpretation or understanding of the situation. Professionalism - Thinks carefully about the likely effects on others of one's words, actions, appearance, and mode of behavior. Selects the words or actions most likely to have the desired effect on the individual or group in question. Judgment – Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; Includes appropriate people in the decision-making process; makes timely decisions.

Job Type: Full-time

Pay: $16/hr depending on experience + sales incentives