Member Service Representative I

Member Service Representative I

The Member Service Representative I is responsible for providing support and coverage to the Contact Center. The Member Service Representative I will interact with members by addressing inquiries and resolving complaints.

Principle Duties and 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.

Knowledge, Skills, and Abilities (KSA)

• Knowledge of Wellby's organizational functions, and general operating policies and procedures.
• Knowledge of secretarial practices and procedures, business English, spelling, and punctuation.
• Knowledge of Credit Union services and products.
• Knowledge of personal computer, utilizing Microsoft Office Suite and other software(s).
• Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding machines.
• Skilled in exercising initiative and using good judgment to make sound decisions.
• Skilled in interacting with staff, management, vendors, and members diplomatically and tactfully.
• Skilled in responding to requests regarding complex financial information/data.
• Ability to navigate various digital platforms and understand, assess, and communicate through them.
• Ability to work in stressful, high-pressure situations.
• Ability to handle difficult situations with poise and professionalism.
• Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Ability to work in a fast-paced team environment with exceptional customer service skills.
• Ability to communicate clearly and concisely, orally and in writing.

Supervisory Responsibilities

• Team member does not have any supervisory responsibilities.

Complexity & Scope of Work

• The team member performs a variety of related tasks which are mostly routine but are sensitive in nature.
• Non routine situations or conflicts are usually referred to the supervisor for resolution.
• Instructions to the team member may be general or specific in nature.
• Courses of action are determined by established procedures and/or the Contact Center Manager.
• The team member's work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.
• Tasks may occasionally have to be coordinated, integrated, and/or prioritized.

Physical Demands & Work Environment

• The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting; standing, reaching, and grasping, operating computers and other office equipment, moving about the office; and attending possible onsite and offsite meetings. The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.
• The ability to observe details at close range (within a few feet of the observer).
• Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
• The noise level in the work environment is usually moderate.
• Work involves the typical risks and discomforts associated with an office environment but is usually in an area that is adequately cooled, heated, lighted, and ventilated.

Work Hours

• To meet the department's needs, overtime work is sometimes necessary, and employees may be required to work overtime hours as assigned.
• Shifts will be staggered (between 8:00 am CST and 6:00 pm CST) and likely will include weekends.

Minimum Qualifications

• 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).
• Two (2) years of college-level education preferred.
• Need to be able to work both onsite and remotely based on business needs.
• Bilingual preferred.

This is a Full-Time, Hourly (non-exempt) role.