divh2Member Service Representative I/h2pThe 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./ppPrinciple Duties and Responsibilities:/pulliWillingness and ability to exhibit Wellby Core Values every day./liliWorks purposefully and is driven to provide the best team member experience./liliEstablishes and maintains a positive relationship by creating an exceptional member experience./liliInteracts with customers via telephone, email, or online chat to provide support and information on products or services./liliFields customer questions and complaints; when the issue is beyond the representatives knowledge, escalate to a specialized team and/or leadership./liliEnsures that appropriate actions are taken to resolve member problems and concerns./liliMaintains customer accounts and records of member interactions with details of inquiries, complaints, or comments./liliMaintains a sense of urgency and empathy while collaborating with members on issues and action items through resolution./liliTroubleshoots and resolves inquiries in a timely, friendly, and accurate manner./liliEscalates member feedback to management to ensure resolution is completed in accordance with net promoter efforts./liliProactively identifies changes in members banking needs and recommends relevant solutions to enhance the members financial and life goals./li/ulpProvides timely responses to members and other team member requests./ppMember Service functions include transfers, loan payments, and all account maintenance./ppEducates 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./ppAssumes responsibility for related duties, including training assistance of new team members as required or assigned./ppCompletes all mandatory compliance testing by deadline. Implements processes as required by the Bank Secrecy Act and Wellby policies and procedures./ppPerforms other related duties as assigned./ppKnowledge, Skills, and Abilities (KSA):/pulliKnowledge of Wellbys organizational functions, and general operating policies and procedures./liliKnowledge of secretarial practices and procedures, business English, spelling, and punctuation./liliKnowledge of Credit Union services and products./liliKnowledge of personal computer, utilizing Microsoft Office Suite and other software(s)./liliSkilled 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./liliSkilled in exercising initiative and using good judgment to make sound decisions./liliSkilled in interacting with staff, management, vendors, and members diplomatically and tactfully./liliSkilled in responding to requests regarding complex financial information/data./liliAbility to navigate various digital platforms and understand, assess, and communicate through them./liliAbility to work in stressful, high-pressure situations./liliAbility to handle difficult situations with poise and professionalism./liliAbility to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations./liliAbility to work in a fast-paced team environment with exceptional customer service skills./liliAbility to communicate clearly and concisely, orally and in writing./li/ulpSupervisory Responsibilities:/pulliTeam member does not have any supervisory responsibilities./li/ulpComplexity
Scope of Work:/pulliThe team member performs a variety of related tasks which are mostly routine but are sensitive in nature./liliNon routine situations or conflicts are usually referred to the supervisor for resolution./liliInstructions to the team member may be general or specific in nature./liliCourses of action are determined by established procedures and/or the Contact Center Manager./liliThe team members work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures./liliTasks may occasionally have to be coordinated, integrated, and/or prioritized./li/ulpPhysical Demands
Work Environment:/pulliThe physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may enable individuals with disabilities to perform essential functions./liliTo perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting; standing, reaching, and grasping, operating computers and other office equipment, moving about the office; and attending possible onsite and offsite meetings. 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./liliThe ability to observe details at close range (within a few feet of the observer)./liliMust be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs./liliThe noise level in the work environment is usually moderate./liliWork involves the typical risks and discomforts associated with an office environment but is usually in an area that is adequately cooled, heated, lighted, and ventilated./li/ulpWork Hours:/pulliTo meet the departments needs, overtime work is sometimes necessary, and employees may be required to work overtime hours as assigned./liliShifts will be staggered (between 8:00 am CST and 6:00 pm CST) and likely will include weekends./li/ulpMinimum Qualifications:/pulliHigh School Diploma or equivalent required./liliMinimum 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)./liliTwo (2) years of college-level education preferred./liliNeed to be able to work both onsite and remotely based on business needs./liliBilingual preferred./li/ulpFor All Candidates:/ppThis is a Full-Time, Hourly (non-exempt) role./p/div
Scope of Work:/pulliThe team member performs a variety of related tasks which are mostly routine but are sensitive in nature./liliNon routine situations or conflicts are usually referred to the supervisor for resolution./liliInstructions to the team member may be general or specific in nature./liliCourses of action are determined by established procedures and/or the Contact Center Manager./liliThe team members work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures./liliTasks may occasionally have to be coordinated, integrated, and/or prioritized./li/ulpPhysical Demands
Work Environment:/pulliThe physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may enable individuals with disabilities to perform essential functions./liliTo perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting; standing, reaching, and grasping, operating computers and other office equipment, moving about the office; and attending possible onsite and offsite meetings. 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./liliThe ability to observe details at close range (within a few feet of the observer)./liliMust be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs./liliThe noise level in the work environment is usually moderate./liliWork involves the typical risks and discomforts associated with an office environment but is usually in an area that is adequately cooled, heated, lighted, and ventilated./li/ulpWork Hours:/pulliTo meet the departments needs, overtime work is sometimes necessary, and employees may be required to work overtime hours as assigned./liliShifts will be staggered (between 8:00 am CST and 6:00 pm CST) and likely will include weekends./li/ulpMinimum Qualifications:/pulliHigh School Diploma or equivalent required./liliMinimum 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)./liliTwo (2) years of college-level education preferred./liliNeed to be able to work both onsite and remotely based on business needs./liliBilingual preferred./li/ulpFor All Candidates:/ppThis is a Full-Time, Hourly (non-exempt) role./p/div