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 email 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 

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
  Skills:
• Vision:  Ability to complete necessary paperwork
• Speech/Hearing:  Ability to communicate verbally with staff, members, and vendors
• Manual Dexterity:  Ability to perform necessary computer-related input
• Physical Mobility:  Requires significant finger manipulation, hand-arm manipulation, hand/arm steadiness, eye/hand/foot coordination, limb movement without visual control, hand/ear coordination, skilled body coordination, and may be required to stand and/or sit for long periods of time

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