Call Center - Member Experience Representative
About The Position
Member Experience Representatives I (MERs) provide extraordinary service to WPCU member-owners in a fast-paced, high-volume environment through remote channels such as telephone and email. They respond accurately and efficiently to member account inquiries and process a variety of electronic transactions. MERs follow applicable policies and procedures, adhere to optimized schedules, and meet call center monitoring expectations. They also suggest appropriate products and services to help members manage their financial needs and provide information about Wright-Patt Credit Union’s mission and vision. The role includes resolving member concerns, accurately processing account transactions, making qualified referrals, balancing teller totals daily, and performing miscellaneous duties such as filing, maintaining supplies, and software release testing.
Responsibilities
- Provide extraordinary member service in a fast-paced, high-call-volume environment while applying defined service standards and making members feel valued.
- Follow policies, procedures, risk mitigation activities, and operating controls; report gaps to leadership.
- Listen to understand members’ needs, accurately process transactions, identify relevant product or service referrals, and resolve escalated concerns in line with first-call resolution expectations.
- Respond to member account inquiries and process transactions, including payments, cashier’s checks, internal transfers and withdrawals, revolving line of credit advances, and credit, debit, and ATM card transactions.
- Identify and make appropriate qualified referrals that may save members time or money or provide peace of mind; build trust and confidence to enhance member relationships with WPCU.
- Balance teller totals daily.
- Perform miscellaneous duties such as filing, maintaining supplies, and software release testing.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
