Member Service Representative II

Wellby Financial•Webster, TX

11d•Hybrid

About The Position

The Member Service Representative II is responsible for providing support and coverage to the Contact Center. The Member Service Representative II will interact with members by addressing inquiries and resolving complaints. This role requires a commitment to Wellby's Core Values, a focus on providing an exceptional member experience, and proficiency in all areas of the contact center and member servicing. The representative will handle member interactions via telephone, email, or online chat, troubleshoot issues, maintain customer accounts, and educate members on credit union technology and digital solutions. The position also involves identifying potential risks, escalating feedback, and collaborating with members and team members to ensure satisfaction and financial well-being.

Requirements

High School Diploma or equivalent required.
Minimum three (3) years of experience in a high-volume call center environment, or an equivalent combination of education and experience (one year of relevant experience is equivalent to one year of relevant higher education and vice versa).
Knowledge of Wellby’s organizational functions, and general operating policies and procedures.
Knowledge of secretarial practices and procedures, business English, spelling, and punctuation.
Knowledge of Credit Union services and products.
Knowledge of personal computer, utilizing Microsoft Office Suite.
Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding machines.
Skilled in exercising initiative and using good judgment to make sound decisions.
Skilled in interacting with staff, management, vendors, and members diplomatically and tactfully.
Skilled in responding to requests regarding complex financial information/data.
Ability to navigate various digital platforms and understand, assess, and communicate through them.
Ability to work in stressful, high-pressure situations.
Ability to handle difficult situations with poise and professionalism.
Ability to communicate information and ideas so others will understand.
Must be able to exchange accurate information in these situations.
Ability to work in a fast-paced team environment with exceptional customer service skills.
Ability to communicate clearly and concisely, orally and in writing.

Nice To Haves

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

Responsibilities

Exhibit Wellby Core Values every day.
Work purposefully and be driven to provide the best team member experience.
Be proficient in all areas of the contact center, member servicing, and relationship building.
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; when the issue is beyond the representative’s knowledge, forward to the assigned specialist or other appropriate staff.
Ensure that appropriate actions are taken to resolve customers problems and concerns.
Apply advanced knowledge and experience to situations and recognize potential risks for fraud or other loss, including reputation loss to a member or Wellby.
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 feedback from members to management and make member callbacks to support net promoter efforts.
Treat members and team members with professionalism, courtesy, respect, and empathy through challenges.
Proactively identify changes in member’s banking needs and recommend relevant solutions to enhance the member’s financial and life goals.
Provide timely responses to member and other team members 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 such as mobile, online, and ATM offerings for their convenience.
Troubleshoot basic issues and escalate more complex issues as needed.
Assume responsibility for related duties, including training assistance of new team members as required or assigned.
Complete all mandatory compliance testing on time.
Implement processes as required by the Bank Secrecy Act and Wellby policies and procedures.
Perform other duties as assigned.