Member Service Representative I
Wellby FinancialTexas, United States
Posted December 2, 2025
Full Time
About the Company
We were founded more than 60 years ago with the mission of supporting those who put the first person on the moon. As we’ve grown over the years, our purpose of helping members reach their dreams is still the heart of who we are. We are passionate about excellence and set ambitious goals to land among the stars.  Our member’s financial well-being is at the center of all that we do. As we set out to serve a new generation of dreamers, our mission is to empower them with the tools and services they need to succeed. We know that to achieve greater equity and inclusion for our members, communities, and our team, our diversity is our strength, which is why we embrace different perspectives and experiences. Our shared purpose is to help people prosper. We win when our members win, and their experience can be no greater than our team-member experience. We work with integrity and a conviction to do the right thing, creating stronger communities where we work, live, and play. Together we thrive. Wellby is proud to be ranked one of America's Best Credit Unions by Newsweek and the Best Overall Among Banks and Credit Unions in Texas by Money.com. Additionally, Wellby is a USA TODAY and Houston Chronicle Top Workplace and additionally received a Culture Excellence Award for Employee Appreciation. Federally Insured by the NCUA. Equal Housing Lender.
Job Description
The 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.
Benefits
- Paid Time Off
- 401k Matching
- Retirement Plan