Call Center - Member Experience Representative

Wright-Patt Credit Union Inc.; Beavercreek (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

Wright-Patt Credit Union Inc. is seeking a Member Experience Representative I to deliver extraordinary service to member-owners in a fast-paced, high-volume environment via remote channels such as telephone and email.

You will respond to inquiries, process electronic transactions, and educate members about Wright-Patt’s mission. In this role you will balance teller totals daily, assist with policy adherence, and proactively refer suitable products to help members manage their finances while

Qualifications

• Experience delivering client-focused service in a fast-paced environment.
• Strong communication and active listening skills.
• Basic banking product knowledge and transactional awareness.

Responsibilities

• Provide extraordinary member service in a fast paced, high call volume environment while following defined service standards.
• Accurately respond to member inquiries and process transactions, including payments and transfers.
• Proactively identify referrals for products/services to meet members' financial needs.
• Balance teller totals daily.
• Perform miscellaneous duties such as filing and supplies management.

Skills

Customer service

Communication

Banking knowledge

Job description

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.

1) 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%)

2) 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%)

3) 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%)

4) Balance teller totals daily. (5%)

5) Perform miscellaneous duties such as filing, maintaining supplies, software release testing, etc. (5%)