What are the responsibilities and job description for the Sr Member Experience Professional - Branch position at Partners Federal Credit Union?
Job Summary :
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 Senior Member Experience Professional, 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 Sr member Experience Professional 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 :
Activity
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
service to every member, every time.
Financial Transactions and Services
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 Senior Member Experience Professional, 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 Sr member Experience Professional will embody a welcoming and positive presence for both members and colleagues, consistently upholding the professional and ethical service standards set by Partners.
Product and Service Promotion
additional products and services to deepen business relationships and improve credit union
profitability.
Proactive Member Needs Identification
services and financial solutions to help members achieve financial success.
Loan Processing and Quality Control
Mentors other Member Consultants, teaching best practices.
Membership Services
accounts, savings services, checking, money market, certificates, IRAs, etc.
Compliance and Documentation Standards
Chexsystems, and other regulatory requirements.
Operational Support and Issue Management
suggestions to streamline department and credit union operations. Anticipates potential issues and
communicates effectively with the manager.
Technology and Digital Solutions Education
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, etc.
Medallion Signature Guarantee Certification Yes
NMLS Certification YES
FL / CA Notary Yes
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
Bachelor’s degree (Preferred) YES
Experience in Episys YES
Experience using Springboard YES
Experience using Verafin YES
Abilities and Behaviors :
Type Abilities and Behaviors below :
Scope of the Job
This role requires a moderate level of supervision. Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.
This role interacts with a combination of walk-in Members and outbound phone calls. There is a high level of interactions with all PFCU departments.
Shift work including weekends consists of hours outside of an 8 - 5 schedule to cover the hours of operation.
Sitting for a prolonged period of time and repetitive tasks. May perform different work functions within a normal workday
Type Training Requirements below :
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
Physical Demands & Environmental / Working Conditions : Describe any demands of the position and any adverse, hazardous, or unpleasant conditions of the work environment. Include the level / intensity, frequency, and duration of exposure to these demands / conditions.
Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together. Verbal communication where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. Ability to hear average or normal conversations and receive ordinary information. Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.
The pay rate for this role in California is $25.12 to $37.67 per hour. The base pay actually offered may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience, among other factors. Select benefits may be provided as part of the compensation package, such as medical, financial, and / or other benefits, dependent on the level and position offered. To learn more about our benefits visit : https : / / / benefits.
Salary : $25 - $38
