Member Service Representative I

Wellby Financial • Webster, TX

3d • Hybrid

About The Position

The Member Service Representative I is responsible for providing support and coverage to the Contact Center. The Member Service Representative I will interact with members by addressing inquiries and resolving complaints. This role requires a passion for customer focus and a commitment to Wellby's Core Values. The position is Full-Time, Hourly (non-exempt).

Requirements

• High School Diploma or equivalent required.
• Minimum two (2) years of experience in a high-volume call center environment, or an equivalent combination of education and experience.
• Ability to work both onsite and remotely based on business needs.
• Must be bondable.

Nice To Haves

• Two (2) years of college-level education preferred.
• Bilingual preferred.

Responsibilities

• Exhibit Wellby Core Values every day.
• Establish and maintain a positive relationship by creating an exceptional member experience.
• Interact with customers via telephone, email, or online chat to provide support and information on products or services.
• Field customer questions and complaints; escalate issues beyond representative's knowledge to a specialized team and/or leadership.
• Ensure appropriate actions are taken to resolve member problems and concerns.
• Maintain customer accounts and records of member interactions with details of inquiries, complaints, or comments.
• Maintain a sense of urgency and empathy while collaborating with members on issues and action items through resolution.
• Troubleshoot and resolve inquiries in a timely, friendly, and accurate manner.
• Escalate member feedback to management to ensure resolution is completed in accordance with net promoter efforts.
• Proactively identify changes in members’ banking needs and recommend relevant solutions.
• Provide timely responses to members and other team member requests.
• Perform member service functions including transfers, loan payments, and all account maintenance.
• Educate members on emerging and existing credit union technology and digital solutions.
• Troubleshoot basic issues and escalate more complex issues as needed.
• Assist in training new team members as required or assigned.
• Complete all mandatory compliance testing by deadline.
• Implement processes as required by the Bank Secrecy Act and Wellby policies and procedures.
• Perform other related duties as assigned.

Benefits

• Equal opportunity and affirmative action employer.
• Consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status, or any other legally protected characteristic.
• Equal opportunity to qualified individuals with disabilities and disabled veterans.
• Reasonable accommodation available for individuals with disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED