Financial Coach I - Full Time (40 Hours) - Central

Wright-Patt Credit Union; Dayton (OH); On-site; USD 32,000 - 47,000; Full time

Job summary

Wright-Patt Credit Union in Dayton, Ohio seeks a full-time Financial Coach to engage with members, educate on financial concepts, and guide them through products and services. You will process accounts and loans, close transactions, and proactively identify opportunities to save members time and money.

The role emphasizes consultative engagement, compliance with policies, and responsive service across all channels.

Qualifications

• High school diploma or equivalent; 5+ years of relevant work experience may be considered in lieu of a diploma.
• Minimum of 1 year of customer service experience.
• NMLS is required.
• Experience in financial coaching or financial literacy education or the financial industry is required.
• Strong customer service and communication skills; ability to explain financial concepts clearly.
• Hands-on experience with loans, account openings, and guiding members through documentation.

Responsibilities

• Consultatively interact with members to help meet financial needs and recommend products; educate on ease of use and convenience services.
• Process new accounts and loan requests; perform maintenance and disburse approved loans.
• Ask open-ended questions to uncover opportunities to save members money and time; increase engagement.
• Ensure adherence to policies, procedures, risk controls; report gaps to leadership.
• Identify referrals for Mortgage Lending, Member Business Services, and Retirement Solutions.
• Assist members with questions about WPCU products and resolve complaints.
• Perform end-of-day tasks, create reports, file documents, answer phones, maintain supplies, and handle cash drawer.

Skills

Customer service

NMLS license

Financial coaching

Credit reports

MeridianLink

Symitar

MS Office

Communication

Problem solving

Education

High school diploma or equivalent

Tools

MeridianLink

Symitar

Microsoft Office

Job description

• 1 South Main Street, Suite H, Dayton, Ohio
• 1810 Woodman Center Drive, Kettering, Ohio
• 1137 W Third Street, Dayton, Ohio
• 3460 Colonel Glenn Highway, Dayton, Ohio

Department

Member Center Network --> Central

Job Location

Dayton, Ohio

Additional Locations

• Area A, Bldg 262, WPAFB, Ohio
• 2195 Tenth Street, WPAFB, Ohio
• Kittyhawk, Building 1224, WPAFB, Ohio
• 4512 Brandt Pike, Huber Heights, Ohio
• 1 South Main Street, Suite H, Dayton, Ohio
• 2465 Executive Park Blvd, Fairborn, Ohio
• 1810 Woodman Center Drive, Kettering, Ohio
• 521 Xenia Avenue, Dayton, Ohio
• 1137 W Third Street, Dayton, Ohio
• 3460 Colonel Glenn Highway, Dayton, Ohio

Position Type

Full-Time/Regular

Work Type

Standard

NMLS Required

Yes

Pay Classification

Non-Exempt (Hourly)

Grade and Compensation Band

PG 12: $22.85 - $34.35 (Hourly)

Target Compensation

26.50

The Financial Coach I delivers extraordinary service while encouraging members and non-members to choose the Credit Union as their primary financial services provider by proactively building member relationships to help meet their financial needs.

• Consultatively interact with members to help meet their spoken and unspoken financial needs, proactively recommend Credit Union products and services, and accurately address members’ service needs. Educate members on ease of use and convenience services, including PTM technology where applicable, to encourage increased use of the cooperative while building and increasing member engagement. (40%)
• Accurately process new accounts and loan requests for new and existing members and perform maintenance on members’ accounts as requested. (Do it right the first time). Proactively and efficiently, close, and disburse approved loans originated in the Member Center Network and/or through alternative delivery channels. (30%)
• Ask open-ended questions to uncover additional opportunities to save members money and/or time by reviewing accounts and reports, as well as making outbound calls to increase member engagement. (10%)
• Ensures 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. (5%)
• Proactively identify qualified referrals for members that will save members time, money and provide peace of mind. Referrals are primarily to our Mortgage Lending, Member Business Services, and Retirement Solutions teams. (5%)
• Assist members with questions regarding WPCU products and services as well as resolve members’ complaints. (5%)
• Perform miscellaneous duties such as end of day activities, creating requested reports, filing, answering phones, maintaining supplies, operating a cash drawer, etc. (5%)

Required Skills

• High school diploma or equivalent required; a minimum of 5 years of relevant work experience may be considered in lieu of a diploma. Some post-secondary education is preferred.
• A minimum of 1 year of customer service experience required.
• 6-12 months of service experience in the financial industry preferred.
• NMLS is required.
• Experience in financial coaching, financial literacy education, or the financial industry is required.
• Strong customer service and communication skills, with the ability to explain financial concepts clearly required.
• Hands-on experience with loans, account openings, and guiding members through documentation required.
• Working knowledge of personal finance, credit, and consumer financial products required.
• Proficiency in financial software/systems (e.g., MeridianLink, Symitar) and Microsoft Office preferred.
• Ability to assess member needs, review credit reports, and recommend solutions and make sound decisions with professionalism and optimism preferred.
• Strong communication and interpersonal skills with the ability to listen, show empathy, and clearly explain financial concepts in person, by phone, or by email.
• Sound decision-making, problem-solving, and professionalism able to work through regulatory requirements and deliver consistent results.
• Commitment to member support and continuous learning.