Member Service Representative III

About the Role

The Member Service Representative III (MSR) provides exceptional member experience to engage new and existing members with new account applications, consumer lending, and additional credit union services. This role is crucial in establishing memberships, processing applications, and cross-selling credit union products and services.

Responsibilities

• Exhibit Wellby Core Values daily and provide the best team member experience.
• Act as a Subject Matter Expert in products, services, and processes related to new accounts and consumer lending.
• Connect members with financial experts for investments, home loans, and financial counseling.
• Facilitate a five-star member experience through inbound/outbound calls, digital channels, and other contacts.
• Handle complex issues and maximize member participation in various products.
• Ensure compliance with federal and state laws, banking regulations, and Wellby policies.
• Understand and perform retail banking functions, including Teller, Member Service, and Loan Origination.
• Identify potential concerns for fraud or loss and implement Bank Secrecy Act processes.
• Complete mandatory compliance testing and perform other related duties as assigned.

Qualifications

• High School Diploma or equivalent required.
• Minimum four (4) years of sales, customer service, banking, or financial service experience (or equivalent combination of education and experience).
• Teller and/or ITM experience preferred.
• Prior contact center experience preferred.
• Two (2) years of college-level education preferred.
• Bilingual preferred.
• Must enjoy working with people, technology, and being "on stage" for extended periods.

Skills

• Knowledge of credit union services, products, and general operating policies.
• Proficiency in Microsoft Office Suite and other software.
• Skilled in operating office equipment and technology (computers, copiers, video conferencing tools).
• Ability to make sound decisions, handle stress, and maintain professionalism.
• Strong communication skills, both oral and written.
• Ability to work independently and in a fast-paced team environment.

Physical Demands & Work Environment

The role requires frequent stationary work (75%), with daily movements including sitting, standing, reaching, and operating office equipment. Occasional lifting of up to 25 pounds is needed. The work environment is typically moderate in noise level and involves standard office conditions.

This is a Full-Time, Hourly (non-exempt) role.