Member Experience Rep I (Full Time 40 hours) - Reynoldsburg

Wright-Patt Credit Union Inc.; Reynoldsburg (OH); Sur place; USD 32 000 - 45 000; Plein temps

Résumé du poste

Wright-Patt Credit Union Inc. is seeking a Member Experience Representative I to deliver exceptional service and accurately process cash and inquiries for members.

This role emphasizes engaging with members, following established service standards, and proactively identifying opportunities to support members’ financial needs. Key duties include handling cash transactions, answering questions, referring suitable products, and maintaining compliance with security and policies.

Qualifications

• Customer service mindset
• Ability to handle cash and inquiries
• Strong communication and listening
• Attention to risk and policy adherence
• Team player with detail orientation

Responsabilités

• Provide exceptional member service and process transactions accurately (cash checks, deposits, withdrawals, inquiries).
• Proactively refer products and services to help members achieve financial goals.
• Follow policies and controls to mitigate risk and report gaps to leadership.
• Balance cash drawer at start and end of shift and perform end-of-day tasks.
• Answer phones and assist with miscellaneous duties as needed.

Description du poste

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%)