Member Service Representative II

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Position Summary

The Member Service Representative II is responsible for providing support and coverage to the Contact Center. The Member Service Representative II 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.
• Proficient in all areas of the contact center, member servicing and relationship building.

• Establishes and maintains a positive relationship by creating an exceptional member experience.
• Interacts with customers via telephone, email, or online chat provide support and information on products or services.
• Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff.
• Ensures that appropriate actions are taken to resolve customers problems and concerns.
• Applies advanced knowledge and experience to situations and can recognize potential risks for fraud or other loss, including reputation loss to a member or Wellby.
• 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 feedback from members to management and makes member call backs to support net promoter efforts.
• Treats members and team members with professionalism, courtesy, respect, and empathy through challenges.
• Proactively identifies changes in member's banking needs and recommends relevant solutions to enhance the member's financial and life goals.

• Provides timely responses to member 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 on time. Implements processes as required by the Bank Secrecy Act and Wellby policies and procedures.

• Performs other 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.
• 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 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 Center Member Service Supervisor
• 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 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.

Work Hours

• To meet the department's needs, overtime work is sometimes necessary, and employees may be required to work overtime hours as assigned.
• Shifts will be staggered (between 8:00 am CST and 6:00 pm CST) and likely will include weekends.
• Training for the Customer Service Representative position may be conducted on a Saturday.

Minimum Qualifications

• High School Diploma or equivalent required.
• Minimum three (3) years of experience in a high-volume call center environment, 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).
• Two (2) years of college-level education preferred.
• Need to be able to work both onsite and remote based on business needs.
• Bilingual preferred.

For All Candidates

This is a Full-Time, Hourly (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 would 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 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 Company.