Member Service Specialist - Contact Center

WYHY FEDERAL CREDIT UNION•Green River, WY

3d•Onsite

About The Position

A Member Service Specialist is the face of WyHy - helping members through a variety of channels, including drive-through, phone, text and chat to process their transactions. At WyHy we truly value the contribution of our team members. We aren’t just looking for job experience, skills and qualifications; we value your enthusiasm, energy and desire to succeed. In return, we will offer you a dynamic work environment that is open and supportive – where you will learn and grow professionally while making a real difference in your community.

Requirements

A high school education.
Professional presentation over phone, video, and written text channels.
Excellent member service skills, attentiveness, information retention, tact, and diplomacy in dealing with both members and coworkers.
A positive, can-do attitude.
Resiliency and extreme adaptability in a fast-paced, sometimes noisy environment.
Good time management skills.
Basic mathematical, typing and computer skills.
Strong communication and organizational skills.
Detail-oriented with a high degree of accuracy.
Familiarity with or ability to learn Microsoft Word, Excel, and Outlook software.
Ability to learn all internal computer programs essential to job junctions.
The ability to make sound decisions. This may include making on-the-spot decisions regarding member transactions; weighing member satisfaction issues with the Credit Unions’ exposure to loss or fraud; and the ability to think through and rationalize decisions.
Ability to maintain member confidentiality.
Requirement to be bonded.
Successful background check including personal credit report and criminal record.

Nice To Haves

One year of experience in a retail environment.
One year or more of financial institution experience.
Experience working in a call center.

Responsibilities

Handle transaction requests, such as transfers, loan payments, account check deposits and stop pays.
Represent the Credit Union in accordance with service standards, in a courteous and professional manner while providing prompt, efficient, and accurate processing of transactions.
Provide general and specific service-related information regarding Credit Union services and/or policies.
Promotes the Credit Union’s products and services, including referring members to Member Service Advisors for in-depth loan consultations and relationship building opportunities.
Refer members to the proper service area or third party partners for issues that cannot be resolved in the Contact Center.
Work incoming daily mail.
Perform as a team member in allocating and coordinating the workflow.
Contribute to the fulfillment of department and company objectives and goals.
Comply with all department and company policies, procedures and regulations.