Member Service Representative II -contact Center

Wellby Financial•Webster, TX

1d•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 willingness to exhibit Wellby Core Values every day, working purposefully and being driven to provide the best team member experience. The representative will be proficient in all areas of the contact center, member servicing, and relationship building, establishing and maintaining a positive relationship by creating an exceptional member experience. They will interact with customers via telephone, email, or online chat, fielding questions and complaints, and escalating issues beyond their knowledge to the appropriate staff. The role involves maintaining customer accounts, troubleshooting inquiries, and collaborating with members on issues through resolution. Additionally, the representative will proactively identify members' banking needs, recommend solutions, and educate members on credit union technology and digital solutions. This position also includes training assistance for new team members and completing mandatory compliance testing.

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

Works purposefully and is driven to provide the best team member experience.
Proficient in all areas of the contact center, member servicing, and relationship building.
Establishes and maintains a positive relationship by creating an exceptional member experience.
Interacts with customers via telephone, email, or online chat to provide support and information on products or services.
Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
Ensures that appropriate actions are taken to resolve customers problems and concerns.
Applies advanced knowledge and experience to situations and can recognize potential risks for fraud or other loss, including reputation loss to a member or Wellby.
Maintains customer accounts and records of member interactions with details of inquiries, complaints, or comments.
Maintains a sense of urgency and empathy while collaborating with members on issues and action items through resolution.
Troubleshoots and resolves inquiries in a timely, friendly, and accurate manner.
Escalates feedback from members to management and makes member callbacks to support net promoter efforts.
Treats members and team members with professionalism, courtesy, respect, and empathy through challenges.
Proactively identifies changes in member’s banking needs and recommends relevant solutions to enhance the member’s financial and life goals.
Provides timely responses to member and other team members requests.
Member Service functions include transfers, loan payments, and all account maintenance.
Educates members on emerging and existing credit union technology and digital solutions such as mobile, online, and ATM offerings for their convenience.
Troubleshoots basic issues and escalates more complex issues as needed.
Assumes responsibility for related duties, including training assistance of new team members as required or assigned.
Completes all mandatory compliance testing on time.
Implements processes as required by the Bank Secrecy Act and Wellby policies and procedures.
Performs other duties as assigned.