Customer Service Representative - Webster - Burnett Specialists

Customer Service Representative - Webster, TXBurnett’s client in southeast Houston is a trusted financial institution dedicated to serving their members' financial needs and enhancing their financial well-being. As a member-focused credit union, they are committed to providing exceptional customer service and building lasting relationships with their members. Our client takes pride in creating a positive and supportive work environment for their employees!
**Location: Webster, TX 77058 (south of Houston)
**Pay Rate: $18.00-22.00/hr DOE

Job Summary:
We are seeking a motivated and customer-oriented individual to join our call center team as a Credit Union Customer Service Representative. In this role, you will play a vital role in ensuring our members receive personalized and efficient service for their banking needs. As the first point of contact for our members, you will have the opportunity to make a meaningful impact by addressing inquiries, resolving issues, and promoting our financial products and services.
Principle Duties and Responsibilities:

• Willingness and ability to exhibit Wellby Core Values every day.
• Works purposefully and is driven to provide the best team member experience.
• Establishes and maintains a positive relationship by creating an exceptional member experience.
• Interacts with customers via telephone, email, or online chat to provide support and information on products or services.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, escalate to a specialized team and/or leadership.
• Ensures that appropriate actions are taken to resolve member problems and concerns.
• Maintains customer accounts and records of member interactions with details of inquiries, complaints, or comments.
• Maintains a sense of urgency and empathy while collaborating with members on issues and action items through resolution.
• Troubleshoots and resolves inquiries in a timely, friendly, and accurate manner.
• Escalates member feedback to management to ensure resolution is completed in accordance with net promoter efforts.
• Proactively identifies changes in members’ banking needs and recommends relevant solutions to enhance the member’s financial and life goals.
• Provides timely responses to members and other team member requests.
• Member Service functions include transfers, loan payments, and all account maintenance.
• Educates members on emerging and existing credit union technology and digital solutions such as mobile, online, and ATM offerings for their convenience. Troubleshoots basic issues and escalates more complex issues as needed.

Minimum Qualifications:

• High School Diploma or equivalent required.
• Minimum two (2) years of experience in a high-volume call center environment, or an equivalent combination of education and experience (one year of relevant experience is equivalent to one year of relevant higher education and vice versa).
• Two (2) years of college-level education preferred.
• Need to be able to work both onsite and remotely based on business needs.
• Bilingual preferred.

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