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Wellby Financial · 2 weeks ago

Member Service Representative I

Webster, TX

Full-time

Hybrid

Entry Level

2+ years exp

Wellby Financial is a company committed to passion and customer focus. The Member Service Representative I is responsible for providing support to the Contact Center, interacting with members to address inquiries and resolve complaints.

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

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, escalate 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

Qualification

Customer serviceCall center experienceMicrosoft Office SuiteBilingualEmpathyCommunication skillsProblem-solving skillsTeamworkInitiative

Required

High School Diploma or equivalent required

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)

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