Member Service Specialist - Contact Center

A Member Service Specialist is the face of WyHy - helping members through a variety of channels, including drive-through, phone, text and chat to process their transactions.

At WyHy we truly value the contribution of our team members. We aren’t just looking for job experience, skills and qualifications; we value your enthusiasm, energy and desire to succeed. In return, we will offer you a dynamic work environment that is open and supportive – where you will learn and grow professionally while making a real difference in your community.

On top of all that, we offer our employees:

• Competitive pay with opportunity to increase at three months and annually thereafter
• Generous PTO
• Health, dental, vision, life and disability insurance
• Gym membership allowance
• Pet insurance allowance
• Holiday pay, including birthdays off with pay
• 401K with generous employer match
• Generous tuition reimbursement

If WyHy sounds like your kind of place to work – then you’re in luck! We have the following job available:

TITLE: Member Service Specialist
CLASSIFICATION: FLSA Non-Exempt
DEPARTMENT: Retail Financial Services - Contact Center
REPORTS TO: Contact Center Manager

Position Summary

To achieve success in this position, the individual must provide exceptional service to our members through a variety of technical delivery channels including over the phone, text, chat, and via the drive-thru. Knowledge of the Credit Union's products, services, and procedures as well as Credit Union competitors, is required to properly educate and advocate for our member.

Essential Functions

• Handle transaction requests, such as transfers, loan payments, account check deposits and stop pays.
• Represent the Credit Union in accordance with service standards, in a courteous and professional manner while providing prompt, efficient, and accurate processing of transactions.
• Provide general and specific service-related information regarding Credit Union services and/or policies.
• Promotes the Credit Union’s products and services, including referring members to Member Service Advisors for in-depth loan consultations and relationship building opportunities.
• Refer members to the proper service area or third party partners for issues that cannot be resolved in the Contact Center.
• Work incoming daily mail.
• Perform as a team member in allocating and coordinating the workflow.
• Contribute to the fulfillment of department and company objectives and goals.
• Comply with all department and company policies, procedures and regulations.
• Must be available to work hours necessary to support business operations. Hours may include Monday through Friday 8:00 a.m. to 5:30 p.m. and Saturday 8:30a.m. to 12:30p.m.

These are not to be construed as exclusive or all-inclusive. Additional duties may be required and assigned. This list of duties and responsibilities is subject to change without notice.

QUALIFICATIONS

The requirements listed in this description are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions of the job.

Education and Experience

• A high school education.
• At least one year of experience in a retail environment, with financial institution experience preferred but not required.

General Requirements

• The ability to be bonded.
• Acceptable credit (having no established credit history is acceptable).

Knowledge and Abilities

• Excellent member service skills, attentiveness, information retention, tact, and diplomacy in dealing with both members and coworkers.
• Ability to maintain member confidentiality.
• Professional presentation over phone, video, and written text channels.
• Good time management skills.
• Basic mathematical, typing and computer.
• Strong communication and organizational skills.
• Detail oriented with a high degree of accuracy.
• Familiarity with or ability to learn Microsoft Word, Excel, and Outlook software.
• Ability to learn all internal computer programs essential to job junctions.
• Ability to work and adapt in a fast-paced, at times noisy environment and under pressure as needed.
• The ability to make sound decisions. This may include making on-the-spot decisions regarding member transactions; weighing member satisfaction issues with the Credit Unions’ exposure to loss or fraud; and the ability to think through and rationalize decisions.
• This position requires a perceptive person who is capable of relating to individuals at all levels. As unique situations present themselves, the individual must be sensitive to Credit Union needs and member and employee goodwill.

Physical Requirements

• While performing duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk and hear. The employee is occasionally required to stand and walk.
• Specific vision abilities required by this job include the ability to see up close and at a distance; color, peripheral, and depth vision; and the ability to adjust focus.
• The employee must occasionally lift and/or move up to 20 pounds.

Disclaimer

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.