[Hiring] Personal Experience Representative I @Wright-Patt Credit Union

Role Description

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 while adhering to applicable policies and procedures. PERs display the ability to 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.

• Provide extraordinary service by being knowledgeable, engaging with members, making members feel valued and consistently apply 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 for member-owners 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
• Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed.
• Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated.

Qualifications

• Must have a High School Diploma or equivalent or ten (10) years equivalent work experience. Some secondary education preferred.
• Prior experience in a retail service environment or teller/cashier experience is preferred.
• Must be able to handle high volume transactions in a fast-paced video banking environment.
• Must be comfortable, professional, and friendly on camera.
• Excellent analytical, communication, and interpersonal skills.
• Must be able 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 at the same time.
• Must have accurate keyboarding skills.

Requirements

• Follow applicable security, member identification, and fraud prevention policies, procedures and practices.
• Assure member verification is handled according to WPCU policies for all transactions.

Benefits

• Demonstrate a strong ability to identify, analyze and solve problems with varying degrees of complexity.
• Identify and make appropriate referrals for member-owners that will result in members saving better, borrowing smarter and learning a lot.
• Look for ways to enhance members’ relationships by building trust and confidence.

Company Description