Call Center Representative

Job Details

Job Location:

Sugar Land, TX 77479

Employer:

Houston Federal Credit Union

Employment Type:

Full Time, Non-Exempt

Location:

Sugar Land, Texas Office

Work Hours:

Monday through Friday – 9:00 a.m. – 6:00 p.m., Saturday – 9:00 a.m. – 2:30 p.m.

To assist members and potential members with their telephone, email, fax and internet requests; explains services, responds to problems, and directs phone calls to the appropriate area. Provides information for HFCU employees and assists with problems.

• Assists members and potential members with telephone, fax, email, and internet requests; answers questions about products and services and directs calls to appropriate areas. Provides information for HFCU employees and assists with problems. Resolves problems within authority; refers beyond authority to supervisor with recommendations.
• Acts as the member’s advocate in offering products and services.
• Maintains member account information on computer system.
• Works assigned reports to provide quality control.
• Receives and processes wire requests from members following established procedures.
• Performs other related duties as assigned.

• Provide accurate, courteous, friendly, timely, professional service to all members and potential members. Answer telephone immediately; respond to correspondence within 1 working day.
• Accurately and effectively troubleshoot or direct all calls.
• Process member transactions with minimal errors.
• Provide accurate, courteous, friendly, timely and professional service to all HFCU employees.
• Add to and maintain knowledge of all new products, services, policies and procedures to remain compliant with regulations.
• Accurately process wire requests following established procedures and meeting deadlines while limiting risk exposure.
• Maintain a professional work environment and businesslike appearance.
• Maintain a dependable record of attendance and timeliness.
• Responsible for compliance with all required regulations and policies, especially BSA and OFAC.

• One year to three years of similar or related experience.

• High school education or GED.

• Work involves personal contact with others inside/outside the organization for conflict resolution, building relationships, and soliciting cooperation. Discussions require confidentiality and discretion, diplomacy, and tact.

• Good listening and telephone skills; able to operate a 10‑key calculator, typewriter, and computer keyboard; able to make decisions with minimum information.

• Integrity, Honesty, & Respect
• Passion, Commitment & Enthusiasm
• Seek Excellence in All We Do
• Work Hard and Have Fun
• Friendly Service and Superior Value