Job Posting Title:

Member Service Representative II

Req ID:

10102533

Job Description:

The Member Service Representative (MSR) II is a key role dedicated to delivering exceptional financial services and support to our credit union members. This position involves identifying and cultivating a network of member contacts through various channels to create financial opportunities and drive sales. Responsibilities include conducting outbound calls as part of the Partner’s Sales and Service Member program, processing a wide range of financial transactions, and proactively identifying changes in members' banking needs to recommend relevant financial solutions.

The MSR II will also promote the credit union's objectives by cross-selling products and services, process consumer loans, and mentor other team members. With expert-level product knowledge, this role educates members on financial responsibility and manages new memberships and account services. Ensuring compliance with quality control standards, assisting with branch operations, and providing notary services and medallion signature guarantees are also essential duties. This position requires a high degree of flexibility and the ability to anticipate and address potential issues effectively.

Essential Responsibilities:

Lead Generation and Networking

Identify and build a network of member contacts through qualified leads, referrals, telephone canvassing, and face-to-face interaction to create financial opportunities.

Outbound Member Service and Sales

Conduct outbound calling as part of the Partners Sales and Service program to enhance member service and drive sales

Transaction Processing

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

Member Needs and Financial Solutions

Proactively identify changes in members' life events and banking needs to recommend relevant services and financial solutions.

Cross-Selling and Promotion

Promote the credit union's objectives and promotions through advisory skills and cross-selling additional products and services to deepen member relationships and enhance profitability.

Loan Processing and Mentorship

Process consumer loans, ensure loan documentation quality, and mentor other Member Experience Professionals in best practices.

Product Knowledge and Member Education

Use expert-level product knowledge to communicate features and benefits of credit union products and services, educating members on financial responsibility.

Membership Account Management

Process new memberships, open accounts, and handle service requests such as additional share accounts, savings services, checking, money market, and certificates.

Quality Control and Compliance

Ensure all membership documents meet quality control standards, including CIP, OFAC, ChexSystems, etc.

Branch Operations and Notary Responsibilities

Assist Member Experience Manager with the Internal Verification Program, complete departmental projects and reports, maintain flexibility to support branch needs, and perform notary services and medallion signature guarantees.

Years of Relevant Work Experience:   3 to 5 years

Language Skills:  Spanish (preferred)

Certifications, Licenses, Registrations

Required?

Preferred?

FL/CA Notary (specify for job location)

Yes

NMLS Certification

Yes

Medallion Signature Guarantee Certification

Yes

Other Training, Technical Skills or Knowledge

Required?

Preferred?

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

Yes

Experience using Episys

Yes

Experience using Springboard

Yes

Experience using Verafin

Yes

Abilities and Behaviors

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

Two years’ experience in the financial industry and credit unions is required.
• Two years’ experience in teller cash handling and cash dispense machines is required.
• Experience in sales is preferred.
• Previous supervisory experience preferred

Performance Standards

• Balancing Standards
• Balancing Percentage
• Member Satisfaction
• Transaction Quality
• Partners Home Mortgage Referrals (Total Referrals / Qualified Referrals)
• Partners Wealth Management (Total Referrals / Qualified Referrals)
• Review Membership Applications (Membership Officer)
• Core Product Qualified Referrals (Checking, Certificates, MMA and Consumer Loans)
• Autoland / Auto Advisor referrals (Total referrals/qualified referrals)
• Review and submit the monthly Teller Over / Short report to the Branch Service Manager
• Assist and/or complete with the Branch Service Manager the Internal Verification Program (IVP) and submit the packet to the Branch Service ManagerThe hiring range for this position in California is $20.46 to $28.13 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.

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:

Glendale, CA, USA

Alternate City, State, Region, Postal Code:

Date Posted:

2024-10-01