Member Specialist

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 Perform specific and delegated duties as assigned by management Required Basic Functions 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 Reconcile/balance daily workEssential Intermediate Functions 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 Research and resolve complex TMC tickets Job Qualifications:Knowledge of:Banking Products/servicesPolicies/procedures and service philosophySafety/security programs (i.e., false alarms, robberies, bomb threats and extortion) In-house computer system Fraud identification and prevention techniques Regulatory understanding PC literate, including working knowledge of Outlook, Word, and ExcelAbility to:Understand/Follow moderately complex written and oral instructionsExpress oneself clearly/concisely, both orally/in writingPrioritize 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 imageInteract with multiple departments dailyWork within precise standardized guidelines with some latitude to take initiativePossess versatility/flexibility to successfully serve as a back-up to other positions as requiredPossess creativity/resourcefulness to complete assigned duties without constant supervisionPossess mental concentration to resolve basic problems which are relatively redundantKeep personal work updated and accurateAccept limited responsibility for funds/recordsAccept responsibility for access to confidential data and member account informationSit for extended periods Education/Experience College Preferred High school level of language, math, and reasoning skillsTwo years' experience in a related field with equal responsibilitiesFormal training should be supplemented with continuing internal and external education and self-development programs