Lead Member Service Representative

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 skills Effective sales skills Strong problem solving skills Clear and open communication skills Flexible; easily adapts to change Strong time-management skills & ability to multi-task Responsible; takes initiative and works independently Strong teamwork skills Performance Standards : Member Satisfaction Evaluation Cash balancing standards Quality Reviews - Loan / Memberships Loan Originations PLP Units/ Penetration Percentage GAP/Units / Penetration Percentage MBI Units / Penetration Percentage Wealth Management Referrals Partners Home Mortgage Referrals Auto Advisor / Autoland Referrals Mystery 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. Job ID: Location: Burbank,California Job Posting Company: Partners Federal Credit Union The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

Created: 2024-10-29