Member Specialist
14 days ago
Pembroke Pines
Job Description Purpose: The primary function of this job is to provide outstanding service to members via phone, e-mail, chat, and text by fully using job-relevant technical skills, maintaining/updating technical skills, and seeking to enhance service skills. This position requires the ability to make decisions within established guidelines, the willingness to work within a sales environment, and the ability to be a team player in an organization that values the spirit of teamwork. Required Core Position Functions • Responsible for meeting established sales goals for WEFF products and services, • Responsible for producing sales referrals for new accounts and loans as assigned, • Process member account inquiries and respond to member problems via incoming calls, • Assist in maintaining membership records confidentially, • Effectively utilize WEFF Empowerment Matrix, • Follow WEFF’s service guidelines, • Follow established security procedures, • Possess thorough knowledge of all deposit/loan products and services, • Accurately explain Credit Union products/services to members, • Refer members to appropriate departments as required, • Adhere to established work environment maintenance standards, • Always provide excellent member service, • Provide error resolution and effectively resolve account service issues, • Process and post monetary and related transactions, • Exhibit member profiling techniques, • Perform internal teller-related duties, • Follow established security procedures, • Troubleshoot and resolve Online Banking issues, • Demonstrate effective use of Emulation-Online Banking, • Troubleshoot and resolve Bill Payment issues, • Identify signs of potential fraud and take appropriate actions, • Process requests for changes to existing accounts and loans using established procedures, • Close existing accounts as needed, • Submit member requests to appropriate departments using established e-mail templates, • Demonstrate effective use of service delivery systems and direct members to the appropriate delivery channels, • Ensure confidentiality of member account information, • Open additional savings-products using established procedures, • Assist with check ordering process, • Independently process fee reversals, • Cross-sell products/services when appropriate, • Display advanced member profiling techniques, • Display the ability to make sound decisions, • Identify and process PIN based and signature-based Visa Debit Card disputes, • Identify and process PIN based and signature-based Visa Debit Card fraud, • Demonstrate ability to identify and resolve more complex requests, • Effectively process ACH stop payment requests, • Process Pay by Phone requests, • Independently process incoming member e-mail requests and TMC tickets, • Independently process name, account title and beneficiary changes using established procedures, • Verify member requests via outbound telephone calls, • Demonstrate ability to troubleshoot and conduct research on all loan accounts, • Open all new IRA’s (Traditional and Roth), • Process IRA Transactions, • Assist with processing internal transfers, distribution, and allotments as needed, • Independently troubleshoot issues and conduct maintenance on Visa Credit Cards, • Independently troubleshoot issues and conduct maintenance on Visa Debit Cards, • Process shared branch deposits (place appropriate check holds, etc.), • Assist in end-of-day department balancing, • Process incoming TMC tickets Essential Advanced Functions • Research and resolve shared branch inquiries, • Process complex IRA Transactions (Distributions/contributions and direct rollovers), • Assist with training new/incoming Phone Service Representatives, • Assist with training BSRs for skill basing requirements, • Independently respond to incoming emails received in the Online Banking Message Center, • Independently respond to incoming emails received in the Member Service Inbox, • Troubleshoot and resolve complex Online Banking Issues, • Troubleshoot and resolve complex Bill Payment Issues, • Effectively resolve complex member requests, • Process expedited Visa Debit Card requests, • Process expedited Visa Credit Card requests, • Demonstrate thorough understanding of Regulations-Including Reg. D and Reg. E, • Discuss loan products and processes, • Explain and offer all deposit related products to members, • Assist with plastic ordering, problem resolution, losses, • Demonstrate ability to troubleshoot and resolve loan inquiries/errors, • Knowledgeable in all aspects of consumer lending, including home equity loans Knowledge of: • Banking Products/services, • Policies/procedures and service philosophy, • Safety/security programs (i.e., false alarms, robberies, bomb threats and extortion) • In-house computer system, • Fraud identification and prevention techniques, • Regulatory understanding • Understand/Follow moderately complex written and oral instructions, • Express oneself clearly/concisely, both orally/in writing, • Prioritize multiple member requests (handle daily routine with moderate freedom to interpret and act upon various situations), • Present a professional/personable personality to reinforce WEFF's professional image, • Interact with multiple departments daily, • Work within precise standardized guidelines with some latitude to take initiative, • Possess versatility/flexibility to successfully serve as a back-up to other positions as required, • Possess creativity/resourcefulness to complete assigned duties without constant supervision, • Possess mental concentration to resolve basic problems which are relatively redundant, • Keep personal work updated and accurate, • Accept limited responsibility for funds/records, • Accept responsibility for access to confidential data and member account information, • Sit for extended periods Education/Experience • College Preferred, • High school level of language, math, and reasoning skills, • Two years’ experience in a related field with equal responsibilities, • Formal training should be supplemented with continuing internal and external education and self-development programs