Member Service Specialist

Position Summary

The Member Service Representative II provides support and coverage to the Contact Center, interacting with members by addressing inquiries and resolving complaints.

• Exhibit Wellby Core Values daily and provide the best team member experience.
• Proficiently handle contact center member servicing and relationship building.
• Establish and maintain positive relationships by creating an exceptional member experience.
• Interact with members via telephone, email, or online chat to provide support and product information.
• Field customer questions and complaints; forward issues beyond knowledge to appropriate specialists.
• Ensure appropriate actions are taken to resolve customer problems and concerns.
• Apply advanced knowledge to recognize potential risks for fraud or other loss.
• Maintain customer accounts and records of member interactions.
• Collaborate with members on issues and action items to resolution with urgency and empathy.
• Troubleshoot and resolve inquiries in a timely, friendly, and accurate manner.
• Escalate feedback and provide member callbacks to support net promoter efforts.
• Treat members and team members with professionalism, courtesy, respect, and empathy.
• Proactively identify members’ banking needs and recommend relevant solutions.
• Provide timely responses to member and team member requests.
• Perform member services including transfers, loan payments, and account maintenance.
• Educate members on credit union technology and digital solutions.
• Escalate complex issues as needed.
• Assist in training new team members as required.
• Complete mandatory compliance testing on time.
• Implement processes under the Bank Secrecy Act and Wellby policies.
• Perform other duties as assigned.

• Knowledge of Wellby’s organizational functions and operating policies.
• Knowledge of secretarial practices and general business English.
• Knowledge of credit union services and products.
• Knowledge of personal computers and Microsoft Office Suite.
• Skill in operating computer equipment and related office machines.
• Skill in exercising initiative and using good judgment to make sound decisions.
• Skill in interacting diplomatically and tactfully with staff, management, vendors, and members.
• Skill in responding to requests for complex financial information.
• Ability to navigate digital platforms and communicate through them.
• Ability to work in stressful, high‑pressure situations.
• Ability to handle difficult situations with poise and professionalism.
• Ability to communicate clearly and concisely orally and in writing.
• Ability to work in a fast‑paced team environment with exceptional customer service skills.

High School Diploma or equivalent required. Three (3) years of experience in a high‑volume call center or equivalent. Two (2) years of college‑level education preferred. Must be able to work both onsite and remote as business requires. Bilingual preferred.

Full‑time, hourly. Overtime may be required. Shifts are staggered between 8:00 a.m. CST and 6:00 p.m. CST and may include weekends. Training may be conducted on Saturdays.

Wellby is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status, or any other legally protected characteristic. If you need reasonable accommodation, please contact Human Resources.