Member Specialist

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5 days ago Requisition

Salary Range: $20.00 To $25.00 Hourly

Purpose:

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.

• 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

• 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
• Follow established security procedures
• 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.)
• 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…