Member Service Representative III

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Were committed to bringing passion and customer focus to the business.

Position Summary

The Member Service Representative III (MSR) provides exceptional member experience to engage new and existing members with new account applications consumer lending and additional credit union services. The MSR III is responsible for establishing memberships and additional accounts via online applications including document verification screening applicants with security questions and/or followup on submitted loan applications for additional information or documentation needed. They will actively seek opportunities with members and nonmembers to crosssell various credit union products and services by telephone and/or written correspondence.

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.

• Acts as a Subject Matter Expert in our products and services offerings and in our new accounts and consumer lending processes.

• Connects our members with experts in financial services (investments) home loans and financial counseling to assess known and unknown needs that will help our members achieve financial freedom.

• Facilitates the member experience where members need assistance the most delivering a personable fivestar experience from inbound/outbound phone calls digital channels and/or other contacts from members.

• Responsible for delivering highquality member service while focusing on complex issues and using their knowledge of our multiple products to maximize member participation.

• Understands and complies with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / AntiMoney Laundering compliance) and Wellby Financial Credit Unions policies and procedures.

• Understands all the functions of retail banking including Teller Member Service Loan Origination and deepening relationships.

• Applies advanced knowledge and experience to situations and can recognize potential concern for fraud or other loss including reputation risk to a member or Wellby.

• Completes all mandatory compliance testing on time. Implements processes as required by the Bank Secrecy Act and Wellby policies and procedures.

• Performs other related duties as assigned.

Knowledge Skills and Abilities (KSA)

• Knowledge of Wellbys 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 softwares.

• 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 and members diplomatically and tactfully.

• Skilled in responding to requests regarding complex financial information/data.

• Ability to work in stressful highpressure 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 fastpaced team environment with exceptional customer service skills.

• Ability to communicate clearly and concisely orally and in writing.

• Ability to efficiently understand and follow oral and written instructions perform routine duties without close supervision and establish and maintain effective working relationships with other team members.

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 EBranch Manager.

• The team members 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 75 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 members 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.

Minimum Qualifications

• High School Diploma or equivalent required

• Minimum four 4 years of sales customer service banking or other financial service provideror an equivalent combination of education and experience (one year of relevant experience is equivalent to one year of relevant higher education and vice versa).

• Teller and/or ITM experiencepreferred

• Prior work experience in a contact centerpreferred

• Two 2 years of collegelevel education preferred

• Bilingual preferred.

• Must enjoy working with people enjoy technology and be comfortable on stage for an extensive period of time.

For All Candidates

This is a FullTime Hourly (nonexempt) role.

Wellby is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race color religion sex national origin age disability genetic information sexual orientation gender identity or expression pregnancy veteranstatusor any other legallyprotected characteristic. If youd like more information about your EEO rights as an applicant under the law please contact Human Resources.

Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need a reasonable accommodation please email or callfor assistance.

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by team members and are not to be construed as an exhaustive list of responsibilities duties and skills required of personnel so classified. Furthermore they do not establish a contract for employment and are subject to change at the discretion of the organization.