Call Center Administrator - Main Office

In order to help Texas Bay Credit Union (TBCU) stand out as a leading financial institution the Call Center Administrator is responsible for all TBCU digital platforms such as Zelle, Architect, DTS, Bill Pay, and Elthropy. They are primarily in charge of Chat, Architect Message Center, C-View, webmail, and Banno. These duties may be performed at any credit union office as assigned.

Essential Duties and Responsibilities

• Maintain and work Banno, Webmail, C-View, and our digital message center.
• Aid and when needed, take over extensive, escalated research and follow up with our members.
• Assist members through the online chat feature of our website. Answers general questions through the chat feature and instructs members how to reach the credit union for personal account questions.
• Provide C-view support to Collections, Mortgage, E-services, and ITM’s.
• Research, troubleshoot, and provide support with Zelle, Architect, Bill Pay, and Eltropy.
• Opens and close all accounts through the call center.
• Maintain a working knowledge of all TBCU products, policies, procedures, and promotions. This includes the meaning of credit unions and organizational philosophy, values, and mission statement.
• Respond to all inquiries, complaints, and questions from callers in a courteous and professional manner. Maintain confidentiality concerning member accounts and credit union business.
• Research member accounts as needed and follow up with members in a timely manner.
• Respond to inquiries, and complaints, and solve problems for members regarding their accounts and/or loans. Refer escalated problems to the contact center's leadership team. Follow up with members to ensure complete satisfaction.
• Respond to inquiries regarding loan policy and procedures to members and coworkers. If unable to meet the member’s request, refer them to an FSR, ABM, or Branch Manager.
• Provide backup and support to all Call Center Representatives and the Call Center Management team.

Other Duties and Responsibilities

• Play an active part in helping credit union teams function smoothly and efficiently.
• Stay alert to potential problems and propose changes to policies and programs.
• Perform other duties as assigned or needed.
• As an employee of a “Essential Business” (as defined by Texas’s Executive Order GA 14), employees are expected to continue to report to work as scheduled during state issued emergency declarations.
• Comply with all federal, state, and local regulations.

Required Knowledge

• A high school education or GED
• One year to three years of similar or related experience
• Completion of required training courses
• Proficient in MS Office and computer skills
• Completion of required training courses
• Demonstrate knowledge of all financial procedures, products, and services
• Demonstrate call center and e-channel knowledge

Required Abilities

• Attention to detail and strong organizational skills
• Analytical, problem resolution, and decision-making skills
• Must be self-motivated and a quick learner
• Must be able to multi task and work well in a fast-paced environment
• Ability to work independently and accurately prioritize workload with minimal supervision
• Demonstrate all Texas Bay Core Values
• Demonstrate the ability to maintain confidentiality and exercise discretion
• Must be able to work in a deadline driven environment and analyze complex transactions

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. The employee is regularly required to walk, sit, reach with hands and arms, kneel, talk, hear, and climb stairs. The employee must occasionally lift and/or move 10-15 pounds. This position requires viewing of computer monitor for extended lengths of time and travel to and from all credit union offices.

Disclaimer

The above information on the description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.