Job Posting Title:

Lead Member Service Representative

Req ID:

10104280

Job Description:

This position serves as a key frontline leader at Partners Federal Credit Union, dedicated to building and nurturing long-term, profitable relationships with our members by understanding their financial needs and delivering the most suitable solutions. In addition to fulfilling the full range of Member Experience Professional services, including processing transactions and balancing daily cash totals, this role actively promotes and cross-sells Partners' products and services during each interaction.

As a Lead Member Service Representative (MSR), you will take on a leadership role within the team, guiding and mentoring other Member Experience Professionals, addressing complex member inquiries, and providing support to the Member Experience Manager when needed with the potential to be trained in mortgage transactions.

The Lead MSR will embody a welcoming and positive presence for both members and colleagues, consistently upholding the professional and ethical service standards set by Partners.

Essential Responsibilities:

Member Relationship Management

Responsible for identifying and building a network of Member contacts through qualified leads, referrals, telephone canvassing, and face-to-face interactions. Conducts outbound calling for Member Service and Sales.

Member Service Excellence

Ensures that all Members' needs are met and commitments to them are kept, providing exceptional service to every member, every time.

Financial Transactions and Services

Processes a wide range of financial transactions for credit union members, including deposits, withdrawals, transfers, payments, and check cashing.

Product and Service Promotion

Promotes the credit union's objectives and promotions by using advisory skills and cross-selling additional products and services to deepen business relationships and improve credit union profitability.

Proactive Member Needs Identification

Proactively identifies changes in members' life events and banking needs to recommend relevant services and financial solutions to help members achieve financial success.

Loan Processing and Quality Control

Processes consumer loans, ensuring all loan documentation meets/exceeds quality control standards. Mentors other Member Consultants, teaching best practices.

Membership Services

Processes new memberships by opening accounts and new service requests such as additional share accounts, savings services, checking, money market, certificates, IRAs, etc.

Compliance and Documentation Standards

Ensures all membership documents meet and exceed quality control standards, including CIP, OFAC, Chexsystems, and other regulatory requirements.

Operational Support and Issue Management

Assists the Branch Operations Manager with the Internal Verification Program and provides suggestions to streamline department and credit union operations. Anticipates potential issues and communicates effectively with the manager.

Technology and Digital Solutions Education

Educates members on emerging and existing credit union technology and digital solutions, such as mobile, online, and card services, for their convenience.

KNOWLEDGE & SKILLS

Education Level:  High School or GED (required)  

Years of Relevant Work Experience:   3 to 5 years

Language Skills:  Spanish (preferred)

Certifications, Licenses, Registrations

Required?

Medallion Signature Guarantee Certification

Yes

NMLS Certification

YES

FL / CA Notary

Yes

Other Training, Technical Skills or Knowledge

Required?

Minimum of 2 years of financial and sales experience required

YES

Minimum of 1 year in a leadership role preferred

YES

Minimum of 2 years’ cash handling experience required

YES

Ability to use a personal computer and related software applications including Microsoft Outlook.

YES

Abilities and Behaviors:   

Excellent member service and conflict resolution skillsEffective sales skillsStrong problem solving skillsClear and open communication skillsFlexible; easily adapts to changeStrong time-management skills & ability to multi-taskResponsible; takes initiative and works independentlyStrong teamwork skills

Performance Standards: 

Member Satisfaction EvaluationCash balancing standardsQuality Reviews – Loan / MembershipsLoan OriginationsPLP Units/ Penetration PercentageGAP/Units / Penetration PercentageMBI Units / Penetration PercentageWealth Management ReferralsPartners Home Mortgage ReferralsAuto Advisor / Autoland ReferralsMystery Shops

Training Requirements: 

Basic Compliance Training Requirements

Basic NEO Training Requirements

Core System Training

Lending and New Account Platform Training

Cards Training (Springboard & Card Wizard)

PLP Training

Unity Training

Basic Underwriting Training focusing on quality loan application interviewing process & submission

The hiring range for this position in California is $22.65 to $31.11 per hour. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered. https://secure-web.cisco.com/16ffu-IABXYhPShOppAn2i6WDVykiJoWDonBUXN3ueIxAOiscrff7I2kw6_9oqxdzcvL9EbdKgx8aGqMK1k0XreEykNTQYmbmAoz_gW8yiuoh1Y2DCBAszniKVj6uEfqj4_N-rQoIMlSVo7dcSYPD-KEFGi5lYoLHefok7zvfjRayIlL9l2-0LK0oXZymbyGFTWzMKFuTqrYtILLQL7Y-xMw1oOrPjq9-yNHeLNSx8oJy3mx0Fs8q4Yq6Y04LrkiPaZ8ksIOgh35H50mXAavSJsD-qJbjSiF2nkDD-CL8uqj1arY0LnX5otXH1yuE27WUgHrbMzUf8jQPUCT2mkXZTGr355yKMtC4xPYkxnU27f180hgvKbq-eb7qPJcpox0O/https%3A%2F%2Fjobs.disneycareers.com%2Fbenefits.

Job Posting Segment:

Credit Unions

Job Posting Primary Business:

Partners! Federal Credit Union

Primary Job Posting Category:

Banking

Employment Type:

Full time

Primary City, State, Region, Postal Code:

Burbank, CA, USA

Alternate City, State, Region, Postal Code:

Date Posted:

2024-10-24