Member Experience Representative I Full Time 40 hours

Wright-Patt Credit Union Inc.; Centerville (OH); On-site; USD 36,000 - 42,000; Full time

Job summary

Wright-Patt Credit Union Inc. is seeking an Member Experience Representative I to deliver extraordinary service and accurately process a variety of cash and inquiry transactions for members.

You will proactively suggest products and services to help members manage their financial needs and share information about the Credit Union, its mission, and offerings. The role focuses on accurate transaction processing, active listening for member questions, and identifying qualified referrals while

Qualifications

• 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.

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, credit card advances, night depository, etc.
• Listen actively to understand questions and offer guidance to appropriate products and services and identify referrals.
• Ensure policies, procedures and risk controls are followed; report gaps to leadership.
• Balance assigned cash drawer at end of each workday.
• Perform miscellaneous duties such as end of day activities, filing, answering phones, maintaining supplies.

Skills

HS diploma / 10 yrs exp

Post-secondary education preferred

Software applications

Accurate keyboarding

Retail service experience

Physical stamina

Education

High School Diploma or equivalent

10 years equivalent work experience

Some post-secondary education

Tools

Software applications

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%)

Required Skills

1. Must have a High School Diploma or equivalent or ten (10) years equivalent work experience.

2. Some post-secondary education is preferred.

3. Must be able to learn and apply a variety of software applications.

4. Must have accurate keyboarding skills.

5. Prior experience in a retail service environment to include cash handling and member service preferred.

6. 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.

7. The partner is frequently required to walk and sit. The partner is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.

8. The partner must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Required Experience

Qualifications:

1. Must have a High School Diploma or equivalent or ten (10) years equivalent work experience.

2. Some post-secondary education is preferred.

3. Must be able to learn and apply a variety of software applications.

4. Must have accurate keyboarding skills.

5. Prior experience in a retail service environment to include cash handling and member service preferred.

6. 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.

7. The partner is frequently required to walk and sit. The partner is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.

8. The partner must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.