Member Service Representative I is responsible for providing support and coverage to the Contact Center, interacting with members to address inquiries and resolve complaints.
Requirements
- 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.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401k matching
- Life insurance
- Disability insurance
- Paid time off
- Paid holidays
- Flexible spending account
