Member Experience Specialist - Remote & Onsite Support

Wellby Financial; Sugar Land (TX); Hybrid; USD 38,000 - 52,000; Full time

Job summary

Wellby Financial is seeking a Member Service Representative II to support the Contact Center. You will handle inquiries, resolve complaints, and maintain member accounts with empathy and accuracy.

The role requires experience in a fast-paced environment, excellent communication, and a commitment to professional member service. The position may involve onsite and remote work based on business needs and includes opportunities to educate members on digital banking tools.

Qualifications

• High school diploma or equivalent required.
• Minimum three years in a high-volume call center environment or equivalent.
• Bilingual is a plus; ability to work onsite or remotely as needed.
• Strong communication and problem-solving skills to handle inquiries and resolve issues.

Responsibilities

• Answer member inquiries via phone, email, or chat.
• Resolve complaints and provide timely, accurate information.
• Maintain member records and handle transfers, payments, and account maintenance.
• Escalate complex issues to specialists and ensure follow-up with members.

Skills

Customer service

Communication

Problem solving

Teamwork

Multitasking

Fraud awareness

Education

High school diploma

Two years college preferred

Tools

Microsoft Office

Microsoft Teams

Zoom

Job description

Wellby Financial is seeking a Member Service Representative II to support the Contact Center. You will handle inquiries, resolve complaints, and maintain member accounts with empathy and accuracy.

The role requires experience in a fast-paced environment, excellent communication, and a commitment to professional member service. The position may involve onsite and remote work based on business needs and includes opportunities to educate members on digital banking tools.