REMOTE! CLIENT SERVICE REP

We're committed to bringing passion and customer focus to the business.
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.
Proficient in all areas of the contact center, member servicing, and relationship building.
Interacts with customers via telephone, email, or online chat to provide support and information on products or services.
Fields customer questions and complaints; 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.
Escalates feedback from members to management and makes member callbacks to support net promoter efforts.
Proactively identifies changes in member's banking needs and recommends relevant solutions to enhance the member's financial and life goals.
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. 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.
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 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 a fast-paced team environment with exceptional customer service skills.
Ability to communicate clearly and concisely, orally and in writing.
Courses of action are determined by established procedures and/or the Contact Center Manager.
The team member's work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.
Reasonable accommodations may enable individuals with disabilities to perform essential functions.
standing, reaching, and grasping, operating computers and other office equipment, moving about the office; The team member must be able to exchange information, in person, in writing, and via telephone. Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
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.
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.
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).
Need to be able to work both onsite and remote based on business needs.
Bilingual preferred.

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. Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the organization.