Member Specialist

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.

Required Core Position Functions

• 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

Required Basic Functions

• Always provide excellent member service
• 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

Essential Intermediate Functions

• 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.)
• Assist in end-of-day department balancing
• Process incoming TMC tickets

Essential Advanced Functions

• 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 expedited Visa Debit Card requests
• Process expedited Visa Credit Card requests
• Demonstrate thorough understanding of Regulations-Including Reg. D and Reg. E
• Discuss loan products and processes
• Explain and offer all deposit related products to members
• Assist with plastic ordering, problem resolution, losses
• Demonstrate ability to troubleshoot and resolve loan inquiries/errors
• Knowledgeable in all aspects of consumer lending, including home equity loans
• Research and resolve complex TMC tickets

Job Qualifications:

Knowledge of:

- Banking Products/services

- Policies/procedures and service philosophy

- Safety/security programs (i.e., false alarms, robberies, bomb threats and extortion)

• In-house computer system
• Fraud identification and prevention techniques
• Regulatory understanding
• PC literate, including working knowledge of Outlook, Word, and Excel

Ability to:

- Understand/Follow moderately complex written and oral instructions

- Express oneself clearly/concisely, both orally/in writing

- Prioritize multiple member requests (handle daily routine with moderate freedom to interpret and act upon various situations)

- Present a professional/personable personality to reinforce WEFF's professional image

- Interact with multiple departments daily

- Work within precise standardized guidelines with some latitude to take initiative

- Possess versatility/flexibility to successfully serve as a back-up to other positions as required

- Possess creativity/resourcefulness to complete assigned duties without constant supervision

- Possess mental concentration to resolve basic problems which are relatively redundant

- Keep personal work updated and accurate

- Accept limited responsibility for funds/records

- Accept responsibility for access to confidential data and member account information

- Sit for extended periods

Education/Experience

- College Preferred

- High school level of language, math, and reasoning skills

- Two years’ experience in a related field with equal responsibilities

- Formal training should be supplemented with continuing internal and external education and self-development programs