United Heritage Credit Union
  • Research Park - 183 & Oak Knoll
  • Austin, TX, USA
  • 26-30 per hour
  • Hourly
  • Full Time

Medical, Dental, Vision, Paid Time Off (PTO) & Eleven Paid Holidays, two 401(k) options (Pre-Tax and/or Roth), Education Assistance Program

We are looking for an experienced Senior Contact Center Representative (Consumer Loans) to provide high quality support to our members within a fast-paced call center environment. Under the direction of the Consumer Loan Service Manager, it is the responsibility of the Senior to lead and contribute to the success of the consumer lending department by supporting all aspects of the lending contact center. You will answer incoming calls from members and assist them with inquiries on existing loans to include but not limited to: payment posting, interest calculation, late fees, extension requests, lien perfection and loan payoff quotes. The ideal candidate will answer questions, identify errors, research and resolve to successful conclusion in a timely manner. This position requires a high level of professionalism, organization and attention to detail.

You will lead the way by providing outstanding member service while consistently seeking opportunities to help improve our members' loan experience and financial stability. The Senior Contact Center Representative will support Contact Center Representative (Consumer Loan) team members by being their first resource for procedural questions and complex member requests or escalations. You will assist in monitoring Contact Center data metrics to ensure that all key performance indicator goals are met or exceeded. You will also assist with the training, mentoring and coaching of both new hires and existing employees. You will ensure we are creating the best member experience possible while maximizing resources and assisting in the attainment of Contact Center business goals and objectives.

In this role, you will:

  • Answer inbound calls and provide exceptional customer service.
  • Protect member data and verify authorized account members through utilizing a series of established processes and active listening skills.
  • Assist members with loan related errors and concerns, taking corrective action as needed.
  • Source non-loan related calls and transfer as required.
  • Promote and maintain positive relationships with teammates and members at all times.
  • Act as primary level for escalated calls and assist management with training and coaching of staff on how to handle difficult situations.
  • Lead and participate in the execution of day-to-day operations, which includes maintaining service levels, adherence, call resolution, and service quality.

What you will need to succeed:

  • Must be able to work at a fast pace with a sense of urgency.
  • Effective and professional communication skills.
  • The ability to coach, mentor and develop Loan Relationship Agents.
  • Ability to actively listen and provide call resolution within a short timeframe.
  • Ability to manage member conflict, communicate difficult information effectively, and research accounts to successful conclusion.
  • Must be able to follow guidelines, recognize exceptions and possess analytical problem solving skills for successful resolution.
  • Must possess proven skills related to accuracy in the use of numbers and their application in the processing and tracking of credit union transactions, including interest calculations.
  • Proficiency in Microsoft Office.
  • Ability to learn quickly, retain and recall information.
  • Must be able to successfully work with a team and possess people skills, even in complex or difficult situations.

Minimum Qualifications

  • High school diploma or GED equivalent required.
  • 2+ years of demonstrated Contact Center operations experience required.
  • Demonstrated experience with customer service, call center, account resolution or related experience required.
  • Experience utilizing and analyzing Contact Center data metrics such as average handle time and average talk time.
  • Demonstrated experience and ability to work with a variety of internal and external clients providing effective interpersonal communication and team skills.
  • Understanding of MS Office Suite with advanced technical and computer skills; ability to navigate quickly within various computer programs.
  • Bilingual (English/Spanish) is helpful.

About United Heritage Credit Union:

The Credit Union was established in 1957 as an Austin-based credit union, and over 65 years later we continue to serve communities in Central Texas, Austin and Tyler communities, as well as those that live in the rest of Texas through TXCC membership. Through innovative technology, exemplary service standards and competitive products, United Heritage continues to be a strong force in the credit union industry. UHCU has over $1.4 billion in assets, more than 74,000 members, 11 branch locations, and approximately 270 employees. We are a full-service financial institution whose vision is "To be your primary financial institution." Being part of our credit union means being part of our community.

UHCU Offers:

  • Competitive Benefits Package
  • 401(k) options (Pre-Tax and/or Roth)
  • Generous paid time off (PTO)
  • Education Reimbursement Program
  • Opportunity to Advance!

Important Note: We take hiring very seriously. Interviewing at UHCU may include phone interviews, as well as 1st & 2nd round interviews. We are unable to follow-up with each and every applicant, but we do our best to run a thorough process for candidates whom we identify as a potential fit. We will be sure to contact you if that is the case!

United Heritage Credit Union
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