Service Center Agent I

Position Summary

The Service Center Agent I (SCA I) serves as a trusted ambassador of Texas Tech Credit Union, delivering exceptional member service through phone and video support channels. This role focuses on cultivating strong relationships with members by assisting member and non-member inquiries with empathy, efficiency, and professionalism. As a key contact in the Service Center team, the SCA I’s core authority lies in resolving issues, educating members on products and services, and championing a seamless phone banking experience.

Duties & Responsibilities

• Serve Texas Tech CU members and employees pleasantly and professionally aligning with Texas Tech CU core values of Trust, Respect, Excellence, Kindness, and Stewardship. 
  • Greet every member in a professional, TREKS manner. 
  • Answer questions about account types and Texas Tech Credit Union products. 
  • Address member requests, inquiries, complaints, and concerns in a timely, accurate, and kind manner received via telephone. 
• Corresponding with other departments as needed to resolve issues on every aspect of the members’ needs. 
• Escalate complex issues to appropriate departments or supervisors when necessary. 
• Address member inquiries regarding accounts, transactions, general loan information, and payments. 
• Assist members with online banking, mobile app usage, and troubleshooting technical issues. 
• Assist members with completing online forms for Stop Payments, Changes of Address, Wires, Credit Cards and Check Orders. 
• Help members protect their accounts by reviewing suspicious activity and determining account impact.
• Complete travel alerts and resolve debit card fraud alerts.
• Maintain accurate records of member interactions and transactions. 
• Attend and participate in job-related training sessions. 
• Mail, fax, or email account documents as needed. 
• Maintain member confidentiality. 
• Maintain a thorough working knowledge of Texas Tech CU policies and procedures. 
• Ability to adapt to changing organizational and operational needs; may take on additional duties and responsibilities as needed.

Skills & Qualifications

• High school diploma or equivalent required
• Previous Teller, Customer Service, Retail, or Food Service experience is a plus.
• Bilingual (English/Spanish) preferred
• Experience meeting individual and team goals.
• Ability to multitask effectively while maintaining attention to detail and service quality.
• Strong problem-solving abilities to quickly address and resolve member issues.
• Experience with meeting individual and team goals.
• Ability to work collaboratively with colleagues and contribute to a positive team environment.
• Skilled in navigating and explaining online banking systems, mobile apps, and troubleshooting technical issues a plus.
• Previous banking or call center experience a plus.

This job description is intended to provide a high-level of general requirements for this position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure proper operations.