{"id":1377916,"url":"https://alion.io/job/tdecu-representative-digital-service-and-support","title":"Representative - Digital Service and Support","company":{"id":1793674,"name":"TDECU","domain":"tdecu.org","url":"https://alion.io/company/tdecu","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-08-14T00:00:00Z","employer_posted_date":"2026-08-14","last_verified_at":"2026-10-14T10:00:13Z","board_verified":true,"closed_at":null,"days_open":61,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":61},"description":"Position Summary:\nIn an Inbound Call Center setting, the Digital Service & Support Representative will create exceptional member service experiences by maintaining a professional demeanor and delivering world class service to our members. 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.\nEssential Duties and Responsibilities:\nUsing the standard call model, responds to inquiries from members, prospective members and third parties regarding specific account inquiries, product offerings and general questions regarding the credit union through multiple contact methods.\nEducates the member on digital self service tools; trouble shoots member issues regarding TDECU Self-Service tools\nAbility to identify source of problem and effective resolution for online banking, Bill Pay Services, Email and Chat applications used within credit union.\nProactively recommends services and solutions that will improve the member’s life.\nMaintains acceptable performance levels with regards to established metrics, including time utilization, quality of work, and productivity.\nConsistently strive to provide one call resolution.\nMinimum Qualifications:\n(Education, Experience, Knowledge, Skills, and Abilities)\nEducation\nHigh School Diploma or equivalent required.\nAdditional training or experience with technical support or troubleshooting online and mobile banking issues is preferred.\nExperience\nPrevious customer service experience required. Call Center or Banking experience is a plus.\nSix months as Member Care Representative 1 or previous Digital Services experience required.\nKnowledge, Skills, and Abilities\nDesire to help people.\nStrong understanding of Digital Banking systems, including internet browsers and Smartphone technology.\nStrong working knowledge of relevant software including Microsoft Office, core systems, web browsers and various other supporting applications.\nDigital Acumen displaying a technical support mentality.\nCritical thinking skills.\nAnalytical and sound decision making skills.\nCommitment to identify member’s spoken, as well as unspoken, needs to successfully solve their issues the first time.\nSelf motivated and self managed.\nBuilds collaborative and productive relationships across the organization.\nDemonstrates effective time management.\nContinually learns and stays current on trends in the financial industry.\nComfortable working in a team environment.\nMaintains good attendance, punctuality and adherence to work schedule.\nCompletes all TDECU regulatory and compliance training by scheduled due dates.\nPhysical Demands and Work Environment:\n(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.)\nWhile performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.\nSpecific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.\nThe noise level in the work environment is usually moderate.\nDisclaimer\nThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.\n\nTexas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. 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