Financial Coach I – Full Time (40 Hours) – South

Wright-Patt Credit Union Inc.; Centerville (OH); On-site; USD 38,000 - 52,000; Full time

Job summary

Wright-Patt Credit Union Inc. seeks a Financial Coach I to deliver outstanding service and proactively engage members and non-members as their primary financial services provider.

You will build member relationships to meet financial needs, educate on Credit Union products, and guide through financial concepts with a focus on accuracy and compliance. The role emphasizes consultative interactions and collaborative referrals across Lending, Business Services, and Retirement teams.

Qualifications

• High school diploma or equivalent; 5 years of relevant work experience may substitute for a diploma.
• 1 year of customer service experience minimum.
• 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 clear financial-concept communication skills.
• Hands-on experience with loans, account openings, and guiding members through documentation.
• Working knowledge of personal finance, credit, and consumer financial products.
• Proficiency with MeridianLink, Symitar, and Microsoft Office preferred.
• Ability to assess member needs, review credit reports, and recommend solutions professionally.

Responsibilities

• Consultatively interact with members to help meet spoken and unspoken financial needs, proactively recommend Credit Union products and services, and educate on ease of use and convenience services.
• Accurately process new accounts and loan requests and perform maintenance on members' accounts; close and disburse approved loans.
• Ask open-ended questions to uncover opportunities to save members time and money and increase engagement.
• Ensure proper policies, procedures, risk mitigation activities, and operating controls are followed; report gaps to leadership.
• Identify qualified referrals for Mortgage Lending, Member Business Services, and Retirement Solutions teams to save members time and money.
• Assist members with questions regarding WPCU products and services and resolve complaints.
• Perform miscellaneous duties such as end-of-day tasks, reporting, filing, answering phones, and cash drawer operations.

Skills

Customer service

Communication skills

Financial terminology

Regulatory compliance

Loan processing

Account openings

Problem solving

MeridianLink/Symitar

Microsoft Office

Education

High school diploma or equivalent

Some post-secondary education preferred

Tools

MeridianLink

Symitar

Microsoft Office

Job description

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.

1. 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%)
2. 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%)
3. 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%)
4. 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%)
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%)
6. Assist members with questions regarding WPCU products and services as well as resolve members' complaints. (5%)
7. 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

1. 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.
2. A minimum of 1 year of customer service experience required.
3. 6-12 months of service experience in the financial industry preferred.
4. NMLS is required.
5. Experience in financial coaching, financial literacy education, or the financial industry is required.
6. Strong customer service and communication skills, with the ability to explain financial concepts clearly required.
7. Hands-on experience with loans, account openings, and guiding members through documentation required.
8. Working knowledge of personal finance, credit, and consumer financial products required.
9. Proficiency in financial software/systems (e.g., MeridianLink, Symitar) and Microsoft Office preferred.
10. Ability to assess member needs, review credit reports, and recommend solutions and make sound decisions with professionalism and optimism preferred.
11. Strong communication and interpersonal skills with the ability to listen, show empathy, and clearly explain financial concepts in person, by phone, or by email.
12. Sound decision-making, problem-solving, and professionalism able to work through regulatory requirements and deliver consistent results.
13. Commitment to member support and continuous learning.