Member Service Representative II

About the role

We're committed to bringing passion and customer focus to the business. The Member Service Representative II is responsible for providing support and coverage to the Contact Center, interacting with members by addressing inquiries and resolving complaints.

Responsibilities

• Exhibit Wellby Core Values every day and work purposefully to provide the best team member experience
• Establish and maintain a positive relationship by creating an exceptional member experience
• Interact with customers via telephone, email, or online chat to provide support and information on products or services
• Field customer questions and complaints, forwarding issues beyond the representative's knowledge to the assigned specialist or other staff
• Ensure that appropriate actions are taken to resolve customers' problems and concerns
• Maintain customer accounts and records of member interactions with details of inquiries, complaints, or comments
• Troubleshoot and resolve inquiries in a timely, friendly, and accurate manner
• Escalate feedback from members to management and make member callbacks to support net promoter efforts
• Treat members and team members with professionalism, courtesy, respect, and empathy through challenges
• Proactively identify changes in member's banking needs and recommend relevant solutions to enhance the member's financial and life goals
• Provide timely responses to member and other team members' requests
• Educate members on emerging and existing credit union technology and digital solutions
• Troubleshoot basic issues and escalate more complex issues as needed
• Assume responsibility for related duties, including training assistance of new team members as required or assigned
• Complete all mandatory compliance testing on time and implement processes as required by the Bank Secrecy Act and Wellby policies and procedures

Requirements

• High School Diploma or equivalent required
• Minimum three (3) years of experience in a high-volume call center environment, or an equivalent combination of education and experience
• Two (2) years of college-level education preferred
• Ability to work both onsite and remote based on business needs
• Bilingual preferred

Skills

• Knowledge of Wellby's organizational functions, and general operating policies and procedures
• Knowledge of Credit Union services and products
• Knowledge of personal computer, utilizing Microsoft Office Suite
• Skilled in operating computer equipment and general office 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
• Ability to navigate various digital platforms and understand, assess, and communicate through them
• Ability to work in stressful, high-pressure situations and handle difficult situations with poise and professionalism
• Ability to communicate information and ideas so others will understand
• Ability to work in a fast-paced team environment with exceptional customer service skills

Work Environment

The team member is frequently required to remain in a stationary position 75% of the time, with daily movements including sitting, standing, reaching, and grasping, operating computers and other office equipment. The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.

Schedule

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. Training for the Customer Service Representative position may be conducted on a Saturday.