Call Center Advocate

MEMBER CARE ADVOCATE I 

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.

Required Experience
• Six (6) months customer service experience.

Skills, Education and/or Certifications Required
• High School Diploma/GED.
• Strong listening, written and verbal communication skills and problem-solving skills.
• Flexible and adaptable about work schedules, which will include weekends.
• Ability to use a headset and to sit for long periods of time.
• Computer proficient-familiar with Microsoft Office programs, internet and basic office equipment.
• Good problem-solving, negotiation and time management skills.
• Attendance is an essential function of the position.
• Teamwork abilities, ability to multitask, ability to be proactive, and a self-starter.
• Ability to manage difficult situations with little supervision.
• One (1) year or more years of experience in a high-volume call center environment with a track record of meeting and/or exceeding goals is preferred.
• Minimum two (2) years of college course work preferred.
• Multilingual verbal and written skills preferred.
• Requires an organized, detail-oriented self-starter who is able to work independently.
• Strong processing, analytical and problem-solving skills.
• Strong listening skills and communication skills.
• Possess a strong work ethic and team player mentality.
• Highly developed sense of integrity and commitment to member satisfaction.
• Required to handle all member information in a confidential manner.
• Professional written and verbal communications skills.

Texas Trust Credit Union is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.