Call Center - Member Experience Representative

Wright-Patt Credit Union; Beavercreek (OH); On-site; USD 26,000 - 39,000; Full time

Job summary

Wright-Patt Credit Union is seeking a Member Experience Representative I (MER) to deliver outstanding service to member-owners in a fast-paced environment through remote channels such as telephone and e-mail. You will respond to account inquiries and process electronic transactions while following policies and procedures.

The role emphasizes proactive product referrals, member education on Wright-Patt Credit Union’s offerings, and a focus on achieving first-call resolution in a compliant,

Qualifications

• Must have a High School Diploma or equivalent or ten (10) years equivalent work experience.
• Some post-secondary education is preferred.
• Must be able to learn and apply a variety of software applications.
• Must have accurate keyboarding skills.
• Prior experience in a retail service environment
• Some call center and member service experience is preferred.

Responsibilities

• Deliver extraordinary member service in a fast paced, high call volume environment by being knowledgeable and engaging with members.
• Accurately respond to member account inquiries and process transactions such as payments and transfers.
• Proactively identify and refer appropriate products/services to fit members' financial needs.
• Balance teller totals daily and perform miscellaneous duties as needed.

Job description

Department

Member Help Center --> MHC - Beavercreek

Job Location

3560 Pentagon Blvd, Beavercreek, Ohio, United States

Position Type

Full-Time/Regular

Work Type

Variable

NMLS Required

No

Pay Classification

Non-Exempt (Hourly)

Grade and Compensation Band

PG 10: $18.91 – $28.37 (Hourly)

Target Compensation

$21.00

Member Experience Representatives I (MERs)

Deliver extraordinary service to WPCU member-owners in fast paced, high volume environment via remote delivery channels such as telephone and e-mail. MERs accurately and efficiently respond to member account inquiries and process a variety of electronic transactions for members. MERs comply with applicable policies and procedures; adhere to optimized schedule while exceeding call center monitoring expectations. MERs proactively suggest appropriate products and services to educate members to manage their financial needs and provide information about Wright-Patt Credit Union’s mission and vision.

• Provide extraordinary member service in a fast paced, high call volume environment by being knowledgeable, engaging with members, making members feel valued, and consistently applying defined service standards. Ensure proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. Actively listen to fully understand members’ needs. Accurately process members’ transactions while looking for opportunities to refer products/services that fit our members’ financial needs. Resolve escalated member concerns while achieving first call resolution expectations. (40%)
• Accurately respond to member account inquiries and process transactions. Transactions include, but are not limited to: processing payments, withdrawals in the form of cashier checks, processing internal transfers and withdrawals including revolving line of credit advances, credit/debit/ATM card transactions, etc. (40%)
• Proactively identify and make appropriate qualified referrals for Members that will save member’s time, money and/or provide peace of mind. Look for ways to enhance members’ relationships with WPCU by building trust and confidence. (10%)
• Balance teller totals daily. (5%)
• Perform miscellaneous duties such as filing, maintaining supplies, software release testing, etc. (5%)

Required Skills

• Must have a High School Diploma or equivalent or ten (10) years equivalent work experience.
• Some post-secondary education is preferred.
• Must be able to learn and apply a variety of software applications.
• Must have accurate keyboarding skills.
• Prior experience in a retail service environment
• Some call center and member service experience is preferred.