Member Experience Rep I - MHC

About the role

We are hiring for our call center to assist our members. Our hours are Monday through Friday from 8am to 8pm and Saturdays from 9am to 1pm. You must have open availability.

Responsibilities

• Deliver extraordinary service to WPCU member-owners in a fast-paced, high-volume environment via remote delivery channels such as telephone and e-mail.
• Accurately and efficiently respond to member account inquiries and process a variety of electronic transactions for members.
• Comply with applicable policies and procedures; adhere to an optimized schedule while exceeding call center monitoring expectations.
• 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.
• 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.

Requirements

• Must have a High School Diploma or equivalent or ten (10) years equivalent work experience.
• Must be able to learn and apply a variety of software applications.
• Must have accurate keyboarding skills.
• Prior experience in a retail service environment is preferred.
• Some call center and member service experience is preferred.

Skills

• Knowledgeable in various software applications.
• Ability to handle multiple tasks simultaneously.
• Excellent communication and interpersonal skills.
• Strong problem-solving and customer service skills.

Benefits

N/A

Pay

Pay Classification: Non-Exempt (Hourly)
Grade and Compensation Band: PG 10
Target Compensation: $21.00

Schedule

Hours: Monday through Friday from 8am to 8pm and Saturdays from 9am to 1pm.