Representative - Member Care 1

Position Title: Generalist – Member Care (Representative - Member Care 1) Reporting Manager Title: Manager - Contact Center FLSA Status: Non - Exempt Work Arrangement: Hybrid Date Created: Date Revised: 4/2026 Created By:

Position Summary

In an Inbound Call Center setting, you will create exceptional member service experiences by maintaining a professional demeanor and delivering service that embodies TDECU’s Service Standards. Provides assistance and in depth trouble shooting, decision making support, and ensures quick and accurate resolutions for members and prospective members regarding their financial well being. Essential Duties and Responsibilities: Takes incoming calls from members, prospective member and third parties to respond to specific account inquiries, product offerings and general questions regarding the credit union. Follows standard call model learned in training.

Researches problems through use of various systems and data sources to solve issues and answer member inquiries accurately and quickly. Proactively recommends services and solutions that will improve the member’s life. Educates the member on digital self service tools; trouble shoots Member issues regarding TDECU Self-Service tools. Maintains acceptable performance levels with regards to phone and processing established metrics including time utilization, quality of work, and call handling. Maintains good attendance, punctuality and adherence to work schedule. Complete all TDECU regulatory and compliance training by scheduled due dates.

Minimum Qualifications

Education High School Diploma or equivalent mix of education and experience is required. Additional training or experience in a banking or a call center environment is preferred Experience: A minimum of 6 months of customer service experience required. Call Center or Financial service experience is a plus. Knowledge, Skills, and Abilities: Ability to build rapport with all members/callers and stay calm under pressure. Commitment to identify members’ spoken, as well as unspoken, needs to successfully solve their issues the first time. Digital Acumen displaying technical support mentality. Self-motivated and self-managed.

Builds collaborative and productive relationships across the organization. Demonstrates effective time management. Continually learns and stays current on trends in the financial industry. Strong working knowledge of relevant software including Microsoft Office, core systems and various other supporting applications. Physical Demands and Work Environment: (The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) While performing the essential duties of this position, an employee…

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