Member Service Representative I

Wellby Financial; United States; A distancia; USD 32.000 - 42.000; Jornada completa

Descripción de la vacante

Wellby Financial is seeking a Remote Member Service Representative I to support the Contact Center. You will interact with members by phone, email, and online chat, addressing inquiries and resolving complaints with empathy and urgency.

Responsibilities include handling transfers, loan payments, and account maintenance, while educating members on digital solutions and ensuring accurate records. Occasional on-site or remote work may be required to meet business needs.

Formación

• Minimum two years in a high-volume call center or equivalent experience.
• Bilingual preferred.

Responsabilidades

• Interacts with members via phone, email, or online chat to provide support and information on products or services.
• Escalates complex issues to specialized teams or leadership as needed.
• Maintains accurate member records and responds to inquiries timely.

Conocimientos

Customer service

Communication skills

Microsoft Office

Digital platforms

Team collaboration

Problem solving

Educación

High School diploma or equivalent

Two years of college-level education preferred

Herramientas

Microsoft Teams

Zoom Video Communications

Descripción del empleo

Remote

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, escalates 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)

• 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 and other software(s).
• 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 exercising initiative and using good judgment to make sound decisions.
• Skilled in interacting with staff, management, vendors, and members diplomatically and tactfully.
• 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 stressful, high-pressure situations.
• Ability to handle difficult situations with poise and professionalism.
• Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Ability to work in a fast-paced team environment with exceptional customer service skills.
• Ability to communicate clearly and concisely, orally and in writing.

Supervisory Responsibilities

Team member does not have any supervisory responsibilities.

Complexity & Scope of Work

The team member performs a variety of related tasks which are mostly routine but are sensitive in nature.

Non routine situations or conflicts are usually referred to the supervisor for resolution.

Instructions to the team member may be general or specific in nature.

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.

Tasks may occasionally have to be coordinated, integrated, and/or prioritized.

Work Hours

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.

Minimum Qualifications

• High School Diploma or equivalentrequired.
• Minimum two (2) 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).
• Two (2) years of college-level education preferred.
• Need to be able to work both onsite and remotely based on business needs.
• Bilingual preferred.