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

Wright-Patt Credit Union; Enon (OH); On-site; USD 31,000 - 47,000; Full time

Job summary

Wright-Patt Credit Union in Enon, Ohio is seeking a Financial Coach I to deliver exceptional service while guiding members to meet their financial needs. You will proactively build member relationships, educate on products, and handle accounts and loan requests accurately.

Responsibilities include consultative interactions, processing loans, and identifying referrals to lending and retirement teams. NMLS is required and the role is full-time with hourly pay.

Qualifications

• Minimum high school diploma; some post-secondary education preferred.
• At least 1 year of customer service experience.
• NMLS licensing is required.
• Experience in financial coaching or literacy is required.
• Ability to explain financial concepts clearly and patiently.
• Knowledge of loans, accounts, and documentation processes.

Responsibilities

• Interact with members to identify financial needs and proactively recommend products and services.
• Process new accounts and loan requests; close and disburse loans as needed.
• Ask questions to uncover additional opportunities and follow up to increase member engagement.
• Ensure compliance with policies and controls; report gaps to leadership.
• Identify qualified referrals to Mortgage Lending, Member Business Services, and Retirement Solutions teams.
• Assist members with questions and resolve complaints; support end-of-day tasks and reporting.

Skills

Customer service

Financial coaching

Communication skills

Problem solving

Regulatory knowledge

Documentation handling

Interpersonal skills

Education

High school diploma or equivalent

Tools

MeridianLink

Symitar

Microsoft Office

Job description

Address

• 7345 Old Troy Pike, Huber Heights, Ohio, United States
• 1282 W. Main Street, Tipp City, Ohio, United States

Department

Member Center Network --> North

Job Location

Enon, Ohio, United States

Additional Locations

• 950 Union Blvd, Englewood, Ohio, United States
• 7345 Old Troy Pike, Huber Heights, Ohio, United States
• 3239 W Siebenthaler Avenue, Dayton, Ohio, United States
• 2097 N Bechtle Avenue, Springfield, Ohio, United States
• 2501 W Main Street, Troy, Ohio, United States
• 1868 E US Hwy 36, Urbana, Ohio, United States
• 1284 E Ash Street, Piqua, Ohio, United States
• 3324 Benchwood Road, Vandalia, Ohio, United States
• 1282 W. Main Street, Tipp City, Ohio, United States

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

Title

The Financial Coach I

Description

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.

Responsibilities

• 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.