Service Center Agent

Position Summary

The Service Center Agent (SCA) focuses on building member trust and strengthening member relationships through superior service. As the primary contact for inquiries and transactions, the SCA is charged with embracing an attitude of lifetime learning and excelling at creating the very best member experience. The SCA’s core authority rests in his/her ability to accurately assess member needs and provide effective solutions in a considerate, accurate and professional manner.

Duties & Responsibilities

• Serve Texas Tech CU members and employees pleasantly and professionally in accordance with Texas Tech CU core values of Trust, Respect, Excellence, Kindness, and Stewardship.
• Greet every member in a professional, TREKS manner.
• Answer member requests, inquiries, complaints, and concerns in a timely, accurate, and kind manner whether received via telephone, or digital customer service channels.
• Support Texas Tech CU staff in researching and resolving routine member questions, problems or complaints regarding Texas Tech CU products and services (including, but not limited to, online and mobile banking, Wires, ACH, debit or credit card issues and basic account inquiries). Corresponding to other departments as needed to resolve issues on all aspects of member’s needs.
• Mail, fax, or email account application or other documentation as needed.
• Assist members with completing online forms or other documents as needed.
• Document all call information according to standard operating procedures.
• Responsible for ensuring proper follow-up and member satisfaction.
• Maintain a thorough working knowledge of Texas Tech CU policies and procedures.
• Maintain knowledge of all state and federal regulations that are applicable to Service Center positions.
• Attend and participate in job-related training sessions.
•   Maintain member confidentiality.
•   Ability to adapt to changing organizational and operational needs; may take on additional duties and responsibilities as needed.