Personal Experience Rep I - Part Time (20 Hour)

Location: 3560 Pentagon Blvd, Beavercreek, Ohio

Position Type: Full-Time/Regular, Non-Exempt (Hourly)

About the Role

Personal Experience Representatives I (PERs) deliver extraordinary service in a unique virtual teller environment while accurately and efficiently processing a variety of cash and inquiry transactions for member-owners. PERs solve a wide range of problems in a fast-paced, member-focused environment and proactively suggest appropriate products and services to help member-owners better manage their financial needs.

Responsibilities

• Provide extraordinary service by being knowledgeable, engaging with members, and making members feel valued while consistently applying defined service standards.
• Understand and answer members’ questions and concerns by actively listening and offering guidance.
• Process a variety of transactions via a virtual environment accurately and efficiently, including but not limited to:
  • Deposits and withdrawals
  • Identifying and responding to account inquiries and questions
  • Processing payments (including creation or modification of ACH and EFT transfers)
  • Handling card service inquiries and requests
  • Reviewing check holds and releasing holds within defined parameters
  • Account maintenance
• Ensure proper policies, procedures, risk mitigation activities, and operating controls are followed; report gaps to leadership to mitigate member impact and risk. (40%)
• Follow applicable security, member identification, and fraud prevention policies, procedures, and practices; assure member verification is handled according to WPCU policies for all transactions. (30%)
• Demonstrate a strong ability to identify, analyze, and solve problems with varying degrees of complexity; make appropriate referrals to help members save better, borrow smarter, and learn more. (20%)
• Build trust and confidence to enhance members’ relationships.
• Perform miscellaneous duties such as end-of-day activities, filing, answering phones, maintaining supplies, and supporting the Member Help Center as requested. (10%)

Requirements

• High School Diploma or equivalent, or ten (10) years of equivalent work experience.
• Some secondary education preferred.
• Prior experience in a retail service environment or teller/cashier experience is preferred.
• Ability to handle high-volume transactions in a fast-paced video banking environment.
• Comfortable, professional, and friendly on camera.
• Excellent analytical, communication, and interpersonal skills.
• Ability to learn and use a variety of software applications such as Microsoft Office, Teller Enterprise (Video Banking), and the Credit Union’s core processing systems.
• Ability to multi-task by operating multiple monitors and software systems simultaneously.
• Accurate keyboarding skills.

Pay

Grade and Compensation Band PG 10: $18.91 – $28.37 per hour

Target Compensation: $21.00 per hour