Member Experience Rep I - Full Time (40 Hours) - Central

SilkRoad; Dayton (OH); On-site; USD 21,000 - 28,000; Full time

Job summary

SilkRoad in Dayton, OH is seeking a Member Experience Representative I to deliver extraordinary service while accurately processing a broad range of cash transactions and member inquiries, while explaining the credit union’s products and services. You will listen actively to understand questions, proactively refer suitable products, balance cash drawers daily, and perform end‑of‑day tasks.

You will follow policies and controls to prevent fraud and protect member information.

Qualifications

• Provide extraordinary member service and process transactions accurately while explaining credit union products.
• Listen actively to understand questions and offer appropriate product referrals.
• Balance cash drawer and execute end‑of‑day procedures with accuracy and compliance.

Responsibilities

• Provide extraordinary member service by processing cash and inquiry transactions and guiding members to suitable products.
• Listen actively to understand and answer questions, offering referrals to products/services as appropriate.
• Ensure policies and controls are followed to mitigate risk and protect members.
• Balance the cash drawer during and at the end of each workday.
• Perform miscellaneous duties such as answering phones and maintaining supplies.

Skills

Customer service

Cash handling

Active listening

Job description

Member Experience Representatives I (MERs) deliver extraordinary service while accurately and efficiently processing a variety of cash and inquiry transactions for members while adhering to applicable policies and procedures. MERs proactively suggest appropriate products and services to help members better manage their financial needs and provide information about the Credit Union, its mission, and its products and services.

1) Provide extraordinary member service by being knowledgeable, engaging with members, making members feel valued and consistently applying defined service standards. Accurately process transactions for members, including but not limited to, cashing checks, receiving deposits and payments, processing withdrawals, conducting information inquiries, processing credit card advances, processing transactions from night depository, etc. (60%)

2) Listen actively to fully understand and answer members’ questions/concerns and offer guidance to appropriate products and services.Proactively identify and make appropriate qualified referrals for members that will save members time, money and/or provide peace of mind.Look for ways to enhance members’ relationships by building trust and confidence. (15%)

3) Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. (i.e., security, member identification, fraud prevention, etc.) Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. (15%)

4) Balance assigned cash drawer during and at the end of each workday. (5%)

5) Perform miscellaneous duties such as end of day activities, filing, answering phones, maintaining supplies, etc. (5%)