Member Service Representative I

Member Service Representative I

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.

Position Summary

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.

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.
• 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, escalate 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, Skills, and Abilities (KSA)

Supervisory Responsibilities

Complexity & Scope of Work

Physical Demands & Work Environment

Work Hours

Minimum Qualifications

For All Candidates

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

Wellby is an Equal Opportunity Employer

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.

Accommodation Requests

Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need reasonable accommodation, please email careers@wellbyfinancial.com or call 281-226-1696 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.