Member Experience Representative I - Full Time (40 hours)

SilkRoad; Centerville (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

SilkRoad in Centerville, Ohio, seeks a Member Experience Representative I to deliver exceptional service while accurately processing a variety of cash and inquiry transactions. You will listen to members, guide them to suitable products and services, follow security and policy procedures, balance the cash drawer daily, and perform related duties with a positive, team‑oriented approach.

This role emphasizes building trust, engaging members, and providing timely, accurate information to support

Responsibilities

• Provide extraordinary member service by being knowledgeable, engaging, and applying defined service standards.
• Accurately process transactions for members, including cashing checks, deposits, payments, and inquiries.
• Listen actively to understand questions and offer guidance to appropriate products and services.
• Ensure security, fraud prevention, and policy compliance; report gaps to leadership.
• Balance assigned cash drawer daily and perform end-of-day duties.

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%)