Member Service Representative III

Wellby Financial

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Position Summary The Member Service Representative III (MSR) provides exceptional member experience to engage new and existing members with new account applications, consumer lending, and additional credit union services. The MSR III is responsible for establishing memberships and additional accounts via online applications, including document verification, screening applicants with security questions, and/or follow-up on submitted loan applications for additional information or documentation needed. They will actively seek opportunities with members and non-members to cross-sell various credit union products and services by telephone and/or written correspondence. Principle Duties and Responsibilities Willingness and ability to exhibit Wellby Core Values every day. Works purposefully and is driven to provide the best team member experience. Acts as a Subject Matter Expert in our products and services offerings, and in our new accounts and consumer lending processes. Connects our members with experts in financial services (investments), home loans, and financial counseling to assess known and unknown needs that will help our members achieve financial freedom. Facilitates the member experience where members need assistance the most, delivering a personable five-star experience from inbound/outbound phone calls, digital channels, and/or other contacts from members. Responsible for delivering high-quality member service, while focusing on complex issues and using their knowledge of our multiple products to maximize member participation. Understands and complies with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Wellby Financial Credit Union’s policies and procedures. Understands all the functions of retail banking, including Teller, Member Service, Loan Origination, and deepening relationships. Applies advanced knowledge and experience to situations and can recognize potential concern for fraud or other loss, including reputation risk to a member or Wellby. Completes all mandatory compliance testing on time. Implements processes as required by the Bank Secrecy Act and Wellby policies and procedures. Performs other related duties as assigned.

Requirements

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 and other software’s.
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, and members diplomatically and tactfully.
Skilled in responding to requests regarding complex financial information/data.
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.
Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision, and establish and maintain effective working relationships with other team members.
High School Diploma or equivalent required
Minimum four (4) years of sales, customer service, banking, or other financial service provider 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).
Must enjoy working with people, enjoy technology, and be comfortable “on stage” for an extensive period of time.

Nice To Haves

Teller and/or ITM experience preferred
Prior work experience in a contact center preferred
Two (2) years of college-level education preferred
Bilingual preferred.

Responsibilities

Willingness and ability to exhibit Wellby Core Values every day.
Works purposefully and is driven to provide the best team member experience.
Acts as a Subject Matter Expert in our products and services offerings, and in our new accounts and consumer lending processes.
Connects our members with experts in financial services (investments), home loans, and financial counseling to assess known and unknown needs that will help our members achieve financial freedom.
Facilitates the member experience where members need assistance the most, delivering a personable five-star experience from inbound/outbound phone calls, digital channels, and/or other contacts from members.
Responsible for delivering high-quality member service, while focusing on complex issues and using their knowledge of our multiple products to maximize member participation.
Understands and complies with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Wellby Financial Credit Union’s policies and procedures.
Understands all the functions of retail banking, including Teller, Member Service, Loan Origination, and deepening relationships.
Applies advanced knowledge and experience to situations and can recognize potential concern for fraud or other loss, including reputation risk to a member or Wellby.
Completes all mandatory compliance testing on time.
Implements processes as required by the Bank Secrecy Act and Wellby policies and procedures.
Performs other related duties as assigned.