Personal Experience Rep I

Personal Experience Representatives I (PERs) deliver extraordinary service in a unique virtual environment while accurately and efficiently processing a variety of transactions and inquiries remotely for member-owners. PERs display the ability to solve a wide range of problems and are able to think, reason, and learn while adhering to applicable policies and procedures. PERs 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 inquires and questions, processing payments (including creation or modification of ACH and EFT transfers), handling card service inquires and requests, reviewing check holds and releasing holds within defined parameters, account maintenance, etc. 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. (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. 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.  (20%)
• Perform miscellaneous duties such as end of day activities, filing, answering phones, maintaining supplies, supporting Member Help Center, as requested, etc. (10%)

• 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.
• MER II level preferred, if not at MER II level must stratify within 9 months from date of hire.
• 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.