Member Experience Representative

About the Role

Member Experience Representatives I (MERs) deliver extraordinary service to WPCU member-owners in a fast-paced, high-volume environment via remote delivery channels such as telephone and e-mail. MERs accurately and efficiently respond to member account inquiries and process a variety of electronic transactions for members. MERs comply with applicable policies and procedures; adhere to optimized schedules while exceeding call center monitoring expectations. MERs proactively suggest appropriate products and services to educate members to manage their financial needs and provide information about Wright-Patt Credit Union’s mission and vision.

Key Responsibilities

• Provide extraordinary member service in a fast-paced, high call volume environment by being knowledgeable, engaging with members, making members feel valued, and consistently applying defined service standards.
• Ensure proper policies, procedures, risk mitigation activities, and operating controls are followed.
• Report gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated.
• Actively listen to fully understand members’ needs.
• Accurately process members’ transactions while looking for opportunities to refer products/services that fit our members’ financial needs.
• Resolve escalated member concerns while achieving first call resolution expectations. (40%)
• Accurately respond to member account inquiries and process transactions. Transactions include, but are not limited to: processing payments, withdrawals in the form of cashier checks, processing internal transfers and withdrawals including revolving line of credit advances, credit/debit/ATM card transactions, etc. (40%)
• Proactively identify and make appropriate qualified referrals for Members that will save member’s time, money and/or provide peace of mind.
• Look for ways to enhance members’ relationships with WPCU by building trust and confidence. (10%)
• Balance teller totals daily. (5%)
• Perform miscellaneous duties such as filing, maintaining supplies, software release testing, etc. (5%)

Requirements & Tech Stack

• Must be able to learn and apply a variety of software applications.
• Must have accurate keyboarding skills.

Qualifications

• Must have a High School Diploma or equivalent or ten (10) years equivalent work experience.
• Some post-secondary education is preferred.
• Prior experience in a retail service environment.
• Some call center and member service experience is preferred.