Member Service Representative II

Wellby Financial • Webster, TX

77d

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.

Requirements

• High School Diploma or equivalent required.
• Minimum three (3) years of experience in a high-volume call center environment.
• Two (2) years of college-level education preferred.
• Bilingual preferred.

Responsibilities

• Exhibit Wellby Core Values every day.
• Provide the best team member experience.
• 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 to the assigned specialist or other appropriate staff when necessary.
• Ensure appropriate actions are taken to resolve customer problems and concerns.
• Apply advanced knowledge and experience to 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.
• Troubleshoot and resolve inquiries in a timely, friendly, and accurate manner.
• Escalate feedback from members to management and make member callbacks.
• 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 account maintenance.
• Educate members on credit union technology and digital solutions.
• Troubleshoot basic issues and escalate more complex issues as needed.
• Assist in training new team members as required.
• Complete all mandatory compliance testing on time.
• Implement processes as required by the Bank Secrecy Act and Wellby policies.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees