Member Service Pro II — Hybrid/Remote Support

JSC Federal Credit Union; Webster (TX); Hybrid; USD 22,041 - 30,307; Full time

Job summary

Wellby Financial is seeking a Member Service Representative II to support our Contact Center in Webster, TX. The role involves helping members by phone, email, and chat, resolving inquiries, and guiding them on products and services.

You will maintain accurate member records, escalate complex issues, and promote digital solutions to enhance member experience. A strong emphasis on empathy and professional communication is required.

Qualifications

• High School Diploma or equivalent required.
• Minimum three years of experience in a high-volume call center environment.
• Two years of college-level education preferred.
• Ability to work onsite and remote based on business needs.
• Bilingual preferred.

Responsibilities

• Interact with members via telephone, email, or online chat to provide support and information on products or services.
• Field questions and complaints and route issues to the appropriate specialist.
• Maintain member accounts and records of interactions with notes and details.
• Escalate feedback to management and follow up with members to support net promoter efforts.
• Educate members on digital banking solutions and technologies.
• Support transfers, loan payments, and other account maintenance tasks.

Skills

Customer service

Communication

Empathy

Problem solving

Multitasking

Teamwork

Bilingual

Education

High School Diploma or equivalent

2 years college preferred

Tools

Microsoft Office Suite

Microsoft Teams

Zoom Video Communications

Office equipment

Job description

Wellby Financial is seeking a Member Service Representative II to support our Contact Center in Webster, TX. The role involves helping members by phone, email, and chat, resolving inquiries, and guiding them on products and services.

You will maintain accurate member records, escalate complex issues, and promote digital solutions to enhance member experience. A strong emphasis on empathy and professional communication is required.