What are the responsibilities and job description for the Call Center Advocate position at Texas Trust Credit Union?
Company Description Texas Trust Credit Union is a community-focused financial cooperative dedicated to “Building Brighter Financial Futures” for its members through a lifetime of tailored financial services. Founded in 1936, the credit union now serves more than 114,000 members across the Greater DFW area with over $1.2 billion in assets and 22 branches. Texas Trust offers traditional banking services alongside insurance, investments, and a full suite of business products supported by small business experts. The organization is recognized for outstanding service in its communities, with employees volunteering thousands of hours annually and contributing to Texas Trust being named one of the Top 100 Places to Work by the Dallas Morning News. Texas Trust Credit Union is federally insured by the National Credit Union Administration and provides employees with challenging, rewarding career opportunities.
Role Description The Call Center Advocate is a full-time, on-site role based in Fort Worth, TX, responsible for delivering high-quality service to members via phone and other communication channels. In this role, the advocate responds to member inquiries, provides account information, processes transactions, and offers guidance on credit union products and services. Daily activities include handling inbound calls, resolving issues efficiently, documenting interactions in member systems, and following established policies and procedures to ensure accuracy and compliance. The Call Center Advocate also identifies opportunities to educate members on financial solutions, supports branch and back-office teams with member follow-up, and contributes to a positive, member-centric experience. This position requires consistent attendance, collaboration with colleagues, and adherence to performance and quality standards.
Qualifications
Role Description The Call Center Advocate is a full-time, on-site role based in Fort Worth, TX, responsible for delivering high-quality service to members via phone and other communication channels. In this role, the advocate responds to member inquiries, provides account information, processes transactions, and offers guidance on credit union products and services. Daily activities include handling inbound calls, resolving issues efficiently, documenting interactions in member systems, and following established policies and procedures to ensure accuracy and compliance. The Call Center Advocate also identifies opportunities to educate members on financial solutions, supports branch and back-office teams with member follow-up, and contributes to a positive, member-centric experience. This position requires consistent attendance, collaboration with colleagues, and adherence to performance and quality standards.
Qualifications
- Strong customer service and member support skills, with the ability to handle inquiries and resolve issues in a professional, empathetic manner.
- Effective verbal and written communication skills, including active listening and clear explanation of financial products and account information.
- Basic financial and banking knowledge, with the ability to learn credit union products, services, and regulatory requirements.
- Proficiency with computer systems, call center software, and data entry, with attention to accuracy and detail.
- Ability to manage high call volumes, prioritize tasks, and maintain composure in a fast-paced environment.
- Collaborative mindset and willingness to work closely with team members and other departments to support members.
- High school diploma or equivalent required; some college coursework or prior financial services experience is preferred.
- Demonstrated reliability, integrity, and commitment to Texas Trust’s mission of building brighter financial futures.