Member Specialist at We Florida Financial – Pembroke Pines, Florida

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 work

Essential 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/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

PC literate, including working knowledge of Outlook, Word, and Excel

Ability to:

- 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