Member Specialist

We Florida Financial•Pembroke Pines, FL

20h

About The Position

The primary function of this job is to provide outstanding service to members via phone, e-mail, chat, and text by fully using job-relevant technical skills, maintaining/updating technical skills, and seeking to enhance service skills. This position requires the ability to make decisions within established guidelines, the willingness to work within a sales environment, and the ability to be a team player in an organization that values the spirit of teamwork.

Requirements

Knowledge of Banking Products/services
Knowledge of Policies/procedures and service philosophy
Knowledge of Safety/security programs (i.e., false alarms, robberies, bomb threats and extortion)
Knowledge of In-house computer system
Knowledge of Fraud identification and prevention techniques
Knowledge of Regulatory understanding
PC literate, including working knowledge of Outlook, Word, and Excel
Ability to Understand/Follow moderately complex written and oral instructions
Ability to Express oneself clearly/concisely, both orally/in writing
Ability to Prioritize multiple member requests (handle daily routine with moderate freedom to interpret and act upon various situations)
Ability to Present a professional/personable personality to reinforce WEFF's professional image
Ability to Interact with multiple departments daily
Ability to Work within precise standardized guidelines with some latitude to take initiative
Ability to Possess versatility/flexibility to successfully serve as a back-up to other positions as required
Ability to Possess creativity/resourcefulness to complete assigned duties without constant supervision
Ability to Possess mental concentration to resolve basic problems which are relatively redundant
Ability to Keep personal work updated and accurate
Ability to Accept limited responsibility for funds/records
Ability to Accept responsibility for access to confidential data and member account information
Ability to Sit for extended periods
High school level of language, math, and reasoning skills
Two years’ experience in a related field with equal responsibilities

Nice To Haves

College Preferred
Formal training should be supplemented with continuing internal and external education and self-development programs

Responsibilities

Responsible for meeting established sales goals for WEFF products and services
Responsible for producing sales referrals for new accounts and loans as assigned
Process member account inquiries and respond to member problems via incoming calls
Assist in maintaining membership records confidentially
Effectively utilize WEFF Empowerment Matrix
Follow WEFF’s service guidelines
Follow established security procedures
Possess thorough knowledge of all deposit/loan products and services
Accurately explain Credit Union products/services to members
Refer members to appropriate departments as required
Adhere to established work environment maintenance standards
Perform specific and delegated duties as assigned by management
Always provide excellent member service
Provide error resolution and effectively resolve account service issues
Process and post monetary and related transactions
Exhibit member profiling techniques
Perform internal teller-related duties
Troubleshoot and resolve Online Banking issues
Demonstrate effective use of Emulation-Online Banking
Troubleshoot and resolve Bill Payment issues
Identify signs of potential fraud and take appropriate actions
Process requests for changes to existing accounts and loans using established procedures
Close existing accounts as needed
Submit member requests to appropriate departments using established e-mail templates
Demonstrate effective use of service delivery systems and direct members to the appropriate delivery channels
Ensure confidentiality of member account information
Open additional savings-products using established procedures
Assist with check ordering process
Independently process fee reversals
Cross-sell products/services when appropriate
Reconcile/balance daily work
Display advanced member profiling techniques
Display the ability to make sound decisions
Identify and process PIN based and signature-based Visa Debit Card disputes
Identify and process PIN based and signature-based Visa Debit Card fraud
Demonstrate ability to identify and resolve more complex requests
Effectively process ACH stop payment requests
Process Pay by Phone requests
Independently process incoming member e-mail requests and TMC tickets
Independently process name, account title and beneficiary changes using established procedures
Verify member requests via outbound telephone calls
Demonstrate ability to troubleshoot and conduct research on all loan accounts
Open all new IRA’s (Traditional and Roth)
Process IRA Transactions
Assist with processing internal transfers, distribution, and allotments as needed
Independently troubleshoot issues and conduct maintenance on Visa Credit Cards
Independently troubleshoot issues and conduct maintenance on Visa Debit Cards
Process shared branch deposits (place appropriate check holds, etc.)
Assist in end-of-day department balancing
Process incoming TMC tickets
Research and resolve shared branch inquiries
Process complex IRA Transactions (Distributions/contributions and direct rollovers)
Assist with training new/incoming Phone Service Representatives
Assist with training BSRs for skill basing requirements
Independently respond to incoming emails received in the Online Banking Message Center
Independently respond to incoming emails received in the Member Service Inbox
Troubleshoot and resolve complex Online Banking Issues
Troubleshoot and resolve complex Bill Payment Issues
Effectively resolve complex member requests
Process expedited Visa Debit Card requests
Process expedited Visa Credit Card requests
Demonstrate thorough understanding of Regulations-Including Reg. D and Reg. E
Discuss loan products and processes
Explain and offer all deposit related products to members
Assist with plastic ordering, problem resolution, losses
Demonstrate ability to troubleshoot and resolve loan inquiries/errors
Knowledgeable in all aspects of consumer lending, including home equity loans
Research and resolve complex TMC tickets