Service Center Operator

Position Summary

The Service Center Operator focuses on building member trust and strengthening member relationships through superior service.  As the primary contact for members, the Operator is charged with embracing an attitude of lifetime learning and excelling at creating the very best member experience.  The Operators core authority rests in his/her ability to accurately assess member needs and provide effective direction 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 online or by telephone.
• Routing customer complaints
• Build sustainable relationships with members through open and interactive communication.
• Take member requests over the phone received to our call center.
• Support Texas Tech CU staff in answering a member’s general questions and routing them to the best department or requested employee.
• Corresponding to other departments as needed to resolve members’ needs.
• Document all call information according to standard operating procedures.
• Responsible for ensuring proper routing procedures for ticketing or call systems.
• 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.
• Meet individual and team goals by identifying sales opportunities with existing members, assisting with product selection, and business referrals to Personal Bankers.
• 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.

Skills & Qualifications

• Previous Teller, Customer Service, Retail, or Food Service experience is a plus.
• Bilingual (English/Spanish) preferred
• Experience meeting individual and team goals.
• Ability to build rapport with all members/callers and stay calm under pressure.
• Excellent communication skills, both oral (over the phone) and written.
• Ability to multitask accurately and promptly.

This job description is intended to provide a high-level of general requirements for this position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure proper operations.

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