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Position Summary
The Centralized Support Specialist serves as a single source of support and resource for front and back-office.
including Contact Center, Solution Center, and Lending Teams. This role will act as the first point of contact to
troubleshoot and resolve all operational support requests.
Principle Duties and Responsibilities
- Willingness and ability to exhibit Wellby Core Values every day.
- Works purposefully and is driven to provide the best team member experience.
- Provide a superior level of support to team members as a subject matter expert resulting in improved relationships between members and the organization.
- Answer incoming calls and messages and respond to e-mails in a timely and courteous manner.
- Escalate unresolved cases and coordinate a response within the designated service level agreement.
- Advanced system proficiencies with Meridian Link, Doxim, Visa, Banno, Ipay, Episys, Ascensus, CXI, Open Text, and OnBase.
- Knowledge in specialized accounts and processes i.e., IRA, DBA, Trust, POA, Deceased Accounts, and Consumer Lending processes.
- Review policies, procedures, and training in the context of regulatory requirements to ensure compliance.
- Performs other related duties as assigned.
Knowledge, Skills, and Abilities (KSA)
Knowledge of Wellby's organizational functions, and general operating policies and procedures.Knowledge of secretarial practices and procedures, business English, spelling, and punctuation.Knowledge of personal computer, utilizing Microsoft Office Suite and other software's.Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio / video, Microsoft Teams, Zoom Video Communications, and adding machines.Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.Ability to work in a fast-paced team environment with exceptional customer service skills.Ability to communicate clearly and concisely, orally and in writing.Supervisory Responsibilities
The team member does not have supervisory responsibilities.Complexity & Scope of Work
The team member performs a variety of related tasks which are mostly routine but are sensitive in nature.Non routine situations or conflicts are usually referred to the supervisor for resolution.Instructions to the team member may be general or specific in nature.Courses of action are determined by established procedures and / or the Manager, Retail Operations.The team member's work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.Tasks may occasionally have to be coordinated, integrated, and / or prioritized.Physical Demands & Work Environment
The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may enable individuals with disabilities to perform essential functions.To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting; standing, reaching, and grasping, operating computers and other office equipment, moving about the office; and attending possible onsite and offsite meetings. The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.The ability to observe details at close range (within a few feet of the observer).Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.The noise level in the work environment is usually moderate.Work involves the typical risks and discomforts associated with an office environment but is usually in an area that is adequately cooled, heated, lighted, and ventilated.Minimum Qualifications
High School Diploma required.A minimum of two (2) years of credit union or retail banking experience required.Ability to conduct research and knowledge of retail product philosophy, policy, procedures preferred.Knowledge of Federal Regulations including Reg CC, Reg E, BSA preferred.BondableFor All Candidates
This is a Full-Time, Hourly (non-exempt) role.
Wellby is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status, or any other legally protected characteristic. If you would like more information about your EEO rights as an applicant under the law, please contact Human Resources.
Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need reasonable accommodation, please email careers@wellbyfinancial.com or call 281-226-1696 for assistance.
Disclaimer
The statements herein are intended to describe the general nature and level of work being performed by team members and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.
