Member Service Representative

Position: Member Service Representative I
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 I is responsible for providing support and coverage to the Contact Center. The Member Service Representative I will interact with members by addressing inquiries and resolving complaints.
** 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.
* Establishes and maintains a positive relationship by creating an exceptional member experience.
* Interacts with customers via telephone, email, or online chat to provide support and information on products or services.
* Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, escalate to a specialized team and/or leadership.
* Ensures that appropriate actions are taken to resolve member problems and concerns.
* Maintains customer accounts and records of member interactions with details of inquiries, complaints, or comments.
* Maintains a sense of urgency and empathy while collaborating with members on issues and action items through resolution.
* Troubleshoots and resolves inquiries in a timely, friendly, and accurate manner.
* Escalates member feedback to management to ensure resolution is completed in accordance with net promoter efforts.
* Proactively identifies changes in members’ banking needs and recommends relevant solutions to enhance the member’s financial and life goals.
* Provides timely responses to members and other team member requests.
* Member Service functions include transfers, loan payments, and all account maintenance.
* Educates members on emerging and existing credit union technology and digital solutions such as mobile, online, and ATM offerings for their convenience. Troubleshoots basic issues and escalates more complex issues as needed.
* Assumes responsibility for related duties, including training assistance of new team members as required or assigned.
* Completes all mandatory compliance testing by deadline. Implements processes as required by the Bank Secrecy Act and Wellby policies and procedures.
* Performs other related duties as assigned.
** Knowledge, Skills, and Abilities (KSA)
*** 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, vendors, and members diplomatically and tactfully.
* Skilled in responding to requests regarding complex financial information/data.
* Ability to navigate various digital platforms and understand, assess, and communicate through them.
* 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.
** Supervisory Responsibilities
*** Team member does not have any supervisory responsibilities.
** Complexity & Scope of Work
*** The team member performs a variety of related tasks which are mostly routine but are sensitive in nature.
* Non routine situations or conflicts are usually referred to the supervisor for resolution.
* Instructions to the team member may be general or specific in nature.
* Courses of action are determined by established procedures and/or the Contact…