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Member Service Specialist - Contact Center
This position may be based in the Cheyenne, Rock Springs, or Green River branch.
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
- 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 position available:
TITLE: Member Service Specialist
CLASSIFICATION: FLSA Non-Exempt
DEPARTMENT: Retail Financial Services - Contact Center
REPORTS TO: Member Service Manager
Position Summary
To achieve success in this entry level position, the individual must provide exceptional service to our members through a variety of technical delivery channels including phone, text, chat, and via the drive-thru. The successful candidate will gain knowledge of the Credit Union's products, services and procedures as well as Credit Union competitors, and use this knowledge 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.
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.
Required Education and Experience
- A high school education.
Preferred Education and Experience
- One year of experience in a retail environment.
- One year or more of financial institution experience.
- Experience working in a call center.
Knowledge and Abilities
- This position requires a perceptive person 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.
- Professional presentation over phone, video, and written text channels.
- Excellent member service skills, attentiveness, information retention, tact, and diplomacy in dealing with both members and coworkers.
- A positive, can-do attitude.
- Resiliency and extreme adaptability in a fast-paced, sometimes noisy environment.
- Good time management skills.
- Basic mathematical, typing and computer skills.
- 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.
- 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.
- Ability to maintain member confidentiality.
Physical Requirements
- While performing the essential duties of the position, the employee may be required to stand, sit, walk, stoop, kneel, talk, see and hear. The nature of this position requires physical mobility and the ability to occasionally lift and/or move a maximum of 50 pounds. This position may include prolonged periods of time working on a computer and looking at a monitor screen.
Position Requirements
- Core operating hours of 8:00 AM to 5:00 PM Monday – Thursday (5:30 PM Friday), with occasional Saturday shifts of 8:45 AM to 12:15 PM. Travel and time spent outside office may be required.
- Requirement to be bonded. Successful background check including personal credit report and criminal record.
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.
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