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Wellby Financial · 2 days ago

Member Service Representative II

Webster, TX

Full-time

Hybrid

Mid Level

3+ years exp

Wellby Financial is a company committed to customer focus and passion in their business. The Member Service Representative II provides support and coverage to the Contact Center, interacting with members to address inquiries and resolve complaints while ensuring an exceptional member experience.

Credit CardsFinanceFinancial ServicesLending

Responsibilities

Willingness and ability to exhibit Wellby Core Values every day

Works purposefully and is driven to provide the best team member experience

Proficient in all areas of the contact center, member servicing, and relationship building

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, forwards to the assigned specialist or other appropriate staff

Ensures that appropriate actions are taken to resolve customers problems and concerns

Applies advanced knowledge and experience to situations and can recognize potential risks for fraud or other loss, including reputation loss to a member or Wellby

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 feedback from members to management and makes member callbacks to support net promoter efforts

Treats members and team members with professionalism, courtesy, respect, and empathy through challenges

Proactively identifies changes in member’s banking needs and recommends relevant solutions to enhance the member’s financial and life goals

Provides timely responses to member and other team members 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 on time

Implements processes as required by the Bank Secrecy Act and Wellby policies and procedures

Performs other duties as assigned

Qualification

High-volume call center experienceCustomer service skillsBilingualMicrosoft Office SuiteEmpathyRelationship buildingCommunication skillsProblem-solving

Required

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 (one year of relevant experience is equivalent to one year of relevant higher education and vice versa)

Need to be able to work both onsite and remote based on business needs