Member Resolution Specialist

The Member Resolution Specialist (MRS) primary responsibility is to handle escalated member inquiries by providing timely resolution for Member Help Center escalations received via: phone, email, interdepartmentally, Contact Us or Myvoice.  MRS will submit recommendations to MHC leadership to implement organizational best practices to improve the quality of service delivered to members and internal partners. MRS will work to resolve escalations at all levels (including MERs, FCs, managers, myCUmortgage staff, and back office support) with complex member issues/questions. They require a breadth of knowledge in all aspects of the Credit Union, but have specialization in areas of Member Center and Member Help Center Operations, Retail Services, and Member Business Services. They also have Episys knowledge, assist with various trouble shooting solutions to better serve our member, and supplement new hire training as needed.

• Proactively coordinate responses in resolving informal and official escalations submitted to the Member Help Center via phone, MHC Escalation email, MyVoice, and ContactUs channels within the specified time fame. Notifies management when complaints are not able to be (40%)
• Deliver extraordinary service by being knowledgeable, engaging with members and partners alike, making them feel valued and consistently applying defined service standards. Provide accurate responses to member and partner questions through multiple contact channels (via phone, internet, and email) while demonstrating a strong ability to identify, analyze, and solve problems with varying degrees of complexity (20%).
• Is the “voice of the member and partner” and considers complaints from a member/partner point of view. Responds to aggrieved parties appropriately in coordination with WPCU business units. Uses feedback to identify best practices for improving the quality of service delivered by WPCU business units. Actively listen to fully understand members’ needs. Ensure proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to MHC leadership to ensure member impact and risk is mitigated. (20%)
• Serve as a back-up knowledge resource for all Partners. Identify Partner‐employee’s requests and assist with providing a resolution. They perform routine research and also serve as the first line of support to field basic partner inquiries in regards to Card Services, ATM/PTMs, Digital Services, Deposit Services, Deposit and Lending Account Member On‐boarding, HSAs, IRAs, Trust Accounts, and Deceased Accounts. Utilize a wide variety of software applications and tools including Episys, Visa CATS, Visa Online, IB Admin, Bill pay, Vertifi, Express Services, Money Gram, Simplex, EFT Source, EZ Admin, Xpress Accounts, and Loans PQ. Member Resolution Specialist are expected to process escalations and facilitates a follow up with the appropriate business unit when addressing specific and in‐depth questions. (10%)
• Perform other duties as assigned, including assistance with special projects as requested. (5%)
• Support the Member Help Center with call volume as needed (5%)  

The Member Resolution Specialist must possess a working technical knowledge in the following areas: member service, card services, Online/Mobile Banking, ACH, wires, DDA products, Episys fields, and problem solving (line of credit questions, and dividend information). The following is also required:

• A minimum of (2) years of WPCU experience with software applications outlined in Major Activities section 4, and MC/MHC Financial Coach Certification is required.    
• A high school diploma or equivalent is required; some post‐secondary training preferred.
• A minimum of (2) two years’ experience in customer service with prior demonstrated problem-solving
• Must be passionate for service excellence to both members and partners upholding the 3-stakeholder model.
• Must possess the ability to motivate or influence others who are not under a direct span of control and influence and build confidence of senior managers.
• Must have demonstrated strong verbal and written communication skills.
• Demonstrated ability to meet deadlines while applying detail‐oriented work habits.
• Ability to learn numerous computer applications and apply them to the operational processes.