Member Service Representative II

Wellby Financial • Webster, TX

3d • 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 the ability to handle complex situations with professionalism and empathy. The position involves educating members on credit union technology and digital solutions, troubleshooting issues, and maintaining customer accounts.

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.
• 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.
• Ability to work in a fast-paced team environment with exceptional customer service skills.
• Ability to communicate clearly and concisely, orally and in writing.
• 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.
• The ability to observe details at close range (within a few feet of the observer).
• Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.

Nice To Haves

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

Responsibilities

• Exhibit Wellby Core Values every day.
• 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; forward issues beyond representative's knowledge to the appropriate staff.
• Ensure 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.
• Maintain customer accounts and records of member interactions.
• 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.
• Proactively identify changes in member’s banking needs and recommend relevant solutions.
• 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.
• Troubleshoot basic issues and escalate more complex issues as needed.
• Provide training assistance to 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.

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.
• Provides equal opportunity to qualified individuals with disabilities and disabled veterans.
• Reasonable accommodation may be provided for individuals with disabilities.

What This Job Offers

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