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

Wright-Patt Credit Union • Centerville, OH

8d • $19 - $28 • Onsite

About The Position

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.

Requirements

• Ability to provide extraordinary member service.
• Knowledgeable about credit union products and services.
• Engaging with members.
• Making members feel valued.
• Consistently applying defined service standards.
• Accurately process transactions for members.
• Active listening skills.
• Ability to understand and answer member questions/concerns.
• Ability to offer guidance to appropriate products and services.
• Ability to identify and make qualified referrals.
• Ability to build trust and confidence with members.
• Knowledge of proper policies, procedures, risk mitigation activities, and operating controls (security, member identification, fraud prevention, etc.).
• Ability to report gaps in policies, procedures, and operating controls.
• Ability to balance cash drawer accurately.
• Ability to perform end of day activities, filing, answering phones, maintaining supplies.

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 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%)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed