Service Center Operator
On-siteLubbock, Texas, United States
Job Summary
Serve Texas Tech CU members and employees professionally by assessing inquiries and directing them to appropriate teams with accuracy. Utilize strong listening skills to identify inquiry nature, minimize unnecessary transfers, and provide routine support for basic member questions including account balances and transaction details. Maintain awareness of departmental workflows to ensure proper call direction, communicate effectively across teams via warm transfers or internal chats, and provide call summaries to agents. Document all call information according to standard operating procedures and ensure accurate ticket ownership by aligning assignments with department schedules. Maintain a thorough knowledge of Texas Tech CU policies, state and federal regulations, and member confidentiality while participating in job-related training.
Required Qualifications
- 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
- Ability to adapt to changing organizational and operational needs
- 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
Desired Qualifications
- Previous Teller, Customer Service, Retail, or Food Service experience
- Bilingual (English/Spanish)
- Experience meeting individual and team goals
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