Member Service Specialist - Contact Center

WyHy is a Member-Owned Financial Cooperative dedicated to helping our members achieve financial success. To be successful, WyHy seeks those individuals that are not just looking for a career but instead searching for a place where they can become part of something extraordinary. WyHy is a company fiercely dedicated to its employees and knows that without successful employees, there will be no organizational success. At WyHy we truly value the contribution of our team members. We aren’t just looking for job experience, skills and qualifications; we also need your enthusiasm, energy and desire to succeed and to help others succeed. In return, we will offer you a dynamic, fun and supportive work environment – where you can grow professionally and make a real difference in your community. 
In addition, we offer our employees: 

• Competitive pay and incentive program
• Generous PTO
• Health, dental, vision, life and disability insurance
• Identity Theft Recovery Services
• Gym membership allowance
• Pet insurance allowance
• Holiday pay, including paid birthdays and work anniversaries off
• 401K with a generous employer match

• 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. 
• Must be available to work hours necessary to support business operations.  Hours may include Monday through Friday 8:00 a.m. to 5:30 p.m. and Saturday 8:30a.m. to 12:30p.m. 

• A high school education.
• At least one year of experience in a retail environment, with financial institution experience preferred but not required.

• The ability to be bonded.  
• Acceptable credit (having no established credit history is acceptable).

• Excellent member service skills, attentiveness, information retention, tact, and diplomacy in dealing with both members and coworkers. 
• Ability to maintain member confidentiality.
• Professional presentation over phone, video, and written text channels.
• Good time management skills.
• Basic mathematical, typing and computer. 
• 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.
• Ability to work and adapt in a fast-paced, at times noisy environment and under pressure as needed. 
• 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. 
• This position requires a perceptive person who is 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.

• While performing duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk and hear. The employee is occasionally required to stand and walk.
• Specific vision abilities required by this job include the ability to see up close and at a distance; color, peripheral, and depth vision; and the ability to adjust focus.
• The employee must occasionally lift and/or move up to 20 pounds.