Member Experience Representative I - Full Time (40 hours)

Wright-Patt Credit Union; Centerville (OH); On-site; USD 26,000 - 39,000; Full time

Job summary

Wright-Patt Credit Union in Centerville, Ohio seeks a Member Experience Representative I (MER) to deliver extraordinary service and accurately process a variety of cash and inquiry transactions while upholding policy and procedures.

The role includes proactively suggesting products, managing the cash drawer, and adhering to security controls. Applicants should have a High School Diploma (or 10 years experience), be able to learn software, and have cash-handling or retail service experience.

Qualifications

• High School Diploma or equivalent (or ten years equivalent work experience).
• Some post-secondary education is preferred.
• Must learn and apply a variety of software applications.
• Must have accurate keyboarding skills.
• Prior experience in a retail service environment to include cash handling and member service preferred.

Responsibilities

• 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 cashing checks, deposits, withdrawals, information inquiries, credit card advances, and night depository items.
• Listen actively to understand questions/concerns and offer guidance to appropriate products and services; identify and refer suitable offerings to save members time and money.
• Ensure policies, risk controls, and security measures are followed; report gaps to leadership to mitigate risk.
• Balance assigned cash drawer at end of day.
• Perform miscellaneous duties such as end of day activities, filing, answering phones, maintaining supplies.

Education

High School Diploma or equivalent

Learn and apply software applications

Accurate keyboarding skills

Retail/service experience with cash handling

Physical stamina (standing, lifting up to 50 lbs)

Job description

Department

Member Center Network --> South

Job Location

Centerville, Ohio, United States

Position Type

Full-Time/Regular

Work Type

Standard

NMLS Required

No

Pay Classification

Non-Exempt (Hourly)

Grade and Compensation Band

PG 10: $18.91 – $28.37 (Hourly)

Target Compensation

$21.00

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.

• 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%)
• 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%)
• 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%)
• Balance assigned cash drawer during and at the end of each workday. (5%)
• Perform miscellaneous duties such as end of day activities, filing, answering phones, maintaining supplies, etc. (5%)

Required Skills

• Must have a High School Diploma or equivalent or ten (10) years equivalent work experience.
• Some post-secondary education is preferred.
• Must be able to learn and apply a variety of software applications.
• Must have accurate keyboarding skills.
• Prior experience in a retail service environment to include cash handling and member service preferred.
• While performing the duties of this job, the partner is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
• The partner is frequently required to walk and sit. The partner is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
• The partner must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.