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Lead Member Services Representative
2 months ago
Current Wescom Employees:
Please visit the Career Center in Workday to search and apply for a current job opening.
We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.
POSITION SUMMARY:
As a key member of our team, you will assist clients in establishing memberships, share accounts, and related services through various communication channels. This includes completing necessary documentation and ensuring data entry compliance with audit standards. Communication methods encompass telephone, chat, SMS, social media, email, and mobile devices. You will frequently be the first point of contact for members, processing transactions and providing essential information regarding Credit Union products and services.
Key Responsibilities:
1. Promote member engagement by delivering precise and timely information about current marketing promotions and services.
2. Assist with loan application processing, including accepting applications, delivering decisions, and managing the loan funding process.
3. Provide guidance to contact center staff regarding member inquiries and policy questions.
4. Support immediate supervisors in tracking agent performance and staff motivation.
ESSENTIAL POSITION FUNCTIONS:
Consistently deliver high-quality service and enhance member satisfaction. Adhere to the Member Contact Center (MCC) Service Standards while embodying our Mission Statement and Core Values.
EDUCATION AND EXPERIENCE:
A high school diploma or G.E.D is required, along with two to three years of experience in the financial industry and a minimum of one year in a call center environment.
OTHER SKILLS AND ABILITIES:
Proficiency in technology applications relevant to the Credit Union's operating system is essential.
COMPUTER SKILLS:
Competence in Microsoft Applications (Word, Excel, PowerPoint, and Outlook) is necessary.
PHYSICAL DEMANDS:
This role requires frequent standing, walking, and sitting, along with the ability to lift and move up to 10 pounds. Vision abilities must include close vision and the ability to adjust focus.
WORK ENVIRONMENT:
The work environment is moderately quiet and non-smoking.
This job description outlines the essential functions and responsibilities of the position. Additional duties may be assigned as necessary.
