Member Service Representative II

Member Service Representative II

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 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 to 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 callbacks 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 members 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)

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 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 careers@wellbyfinancial.com or call 281-226-1696 for assistance.

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.