The Member Service Representative II 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
- 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
Benefits
- 401(k) plan
- Accident and Life Insurance
- Disability Insurance
- Flexible spending accounts
- Free Life Insurance
- Free Wellby Insurance
- Paid Holidays
- Paid Time Off
- Retirement Plan
- Wellby HSA FSA FSA administrator
