Member Service Representative III

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Position Summary

The Member Service Representative III (MSR) provides exceptional member experience to engage new and existing members with new account applications, consumer lending, and additional credit union services. The MSR III is responsible for establishing memberships and additional accounts via online applications, including document verification, screening applicants with security questions, and/or follow-up on submitted loan applications for additional information or documentation needed. They will actively seek opportunities with members and non-members to cross-sell various credit union products and services by telephone and/or written correspondence.

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.

• Acts as a Subject Matter Expert in our products and services offerings, and in our new accounts and consumer lending processes.
• Connects our members with experts in financial services (investments), home loans, and financial counseling to assess known and unknown needs that will help our members achieve financial freedom.
• Facilitates the member experience where members need assistance the most, delivering a personable five-star experience from inbound/outbound phone calls, digital channels, and/or other contacts from members.
• Responsible for delivering high-quality member service, while focusing on complex issues and using their knowledge of our multiple products to maximize member participation.
• Understands and complies with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Wellby Financial Credit Union's policies and procedures.
• Understands all the functions of retail banking, including Teller, Member Service, Loan Origination, and deepening relationships.
• Applies advanced knowledge and experience to situations and can recognize potential concern for fraud or other loss, including reputation risk to a member or Wellby.
• Completes all mandatory compliance testing on time. 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, and members diplomatically and tactfully.
• Skilled in responding to requests regarding complex financial information/data.

• 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.
• Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision, and establish and maintain effective working relationships with other team members.

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 E-Branch Manager.
• The team member's work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.
• Tasks may occasionally have to be coordinated, integrated, and/or prioritized.

Physical Demands & Work Environment

• The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• To perform this job successfully, the team member is frequently required to remain in a stationary position 75% of the time. Daily movements include sitting; standing, reaching, and grasping, operating computers and other office equipment, moving about the office; and attending possible onsite and offsite meetings. The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management, members and other team members.
• The ability to observe details at close range (within a few feet of the observer).
• Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
• The noise level in the work environment is usually moderate.
• Work involves the typical risks and discomforts associated with an office environment but is usually in an area that is adequately cooled, heated, lighted, and ventilated.

Minimum Qualifications

• High School Diploma or equivalent required
• Minimum four (4) years of sales, customer service, banking, or other financial service provider or an equivalent combination of education and experience (one year of relevant experience is equivalent to one year of relevant higher education and vice versa).
• Teller and/or ITM experience preferred
• Prior work experience in a contact center preferred
• Two (2) years of college-level education preferred
• Bilingual preferred.
• Must enjoy working with people, enjoy technology, and be comfortable "on stage" for an extensive period of time.

For All Candidates

This is a Full-Time, Hourly (non-exempt) role.

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'd like more information about your EEO rights as an applicant under the law, please contact Human Resources.

Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need a reasonable accommodation, please email View email address on click.appcast.io or call View phone number on click.appcast.io for assistance.

Disclaimer
The statements herein are intended to describe the general nature and level of work being performed by team members and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the organization.