Member Service Representative

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.

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.

• 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, escalates 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 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.

Team member does not have any supervisory responsibilities.

The team member performs a…