Contact Center Specialist

Job Description

Job Description

Contact Center Specialist - Austin, TX | On-Site 

At Texas DPS Credit Union we do more than conduct routine financial transactions. We serve those who serve others, including the employees and families of the Texas Department of Public Safety, Texas Police Association, and Texas Sheriffs Association.

We are here to educate our members about money matters, enhance their experience, and empower them to make decisions that put them in the best possible financial position. This vision drives our leadership team and employees in every action we take.

We seek individuals who are enthusiastic about helping drive our vision and who exemplify our core values of  Authenticity, Excellence, Integrity, Outstanding Service, and Unity . If you are looking to make an impact while working alongside a close-knit team, we would like to connect.

We are seeking a Contact Center Specialist who is passionate about people, teamwork, and making a real impact. 

What You Will Do as the Contact Center Specialist

Help members manage their financial lives through phone, email, texting, live chat, and video banking. This role is ideal for an experienced financial services professional who enjoys solving problems, building relationships, and using technology to make service easier. You will support all member account and product types and help expand our digital service offerings through Eltropy.

• Answer questions about deposit accounts, loans, credit cards, balances, transactions, and digital services
• Process authorized transactions and loan payments by phone, provide payoff quotes, and assist with skip-a-payment requests and routine loan servicing
• Support texting, live chat, and video banking while providing clear communication and timely follow-through
• Help members use online and mobile banking and troubleshoot common digital service issues
• Assist with card servicing, suspected fraud, disputes, and account research
• Take basic consumer loan applications, gather initial information, and hand off to lending for decisioning and processing
• Identify member needs, recommend appropriate solutions, and share knowledge with teammates

This Position Suits You If 

• You enjoy helping people and explaining financial information clearly
• You communicate professionally by phone, in writing, and on camera
• You are comfortable learning new technology and moving between systems and conversations
• You take ownership, pay attention to details, and follow through on member needs

What We Are Looking For

• High school diploma or GED and member or customer service experience preferred; credit union, banking, or comparable financial services experience preferred. Contact center experience a plus
• Contact center, digital banking support, and debit or credit card servicing experience strongly preferred
• Experience with texting, live chat, video service, Eltropy or similar platforms, and consumer loan application intake preferred
• Strong communication, accuracy, organization, and problem-solving skills; bilingual English and Spanish skills preferred

Why Work at Texas DPS Credit Union 

• Competitive total compensation aligned with experience
• Comprehensive employer-sponsored benefits package
• 401(k) with company match and company-paid pension plan
• Paid time off and holidays
• Professional development and cross-training opportunities
• A team-oriented, employee-focused work environment

Work Environment

Work involves prolonged periods at a desk using a computer, headset, and video tools, with frequent member communication. Essential duties may be performed with or without reasonable accommodation. This description outlines primary responsibilities and may be updated as business needs change.