Lead Member Service Representative

This position is a “front line” representative for Partners Federal Credit Union whose main responsibility is to interact and develop long term profitable relationships with our Members by determining their financial needs and presenting and offering the best financial solution. Works within the sales and support teams for the achievement of Member satisfaction, revenue generation, and long-term account goals in line with company vision and values. In addition, the Member Service Representative is responsible for interaction with Members face-to-face, as well as, by telephone providing friendly, efficient, quality service and accurate information. Follows all Credit Union policies and procedures. Can be called upon to assist branch management in daily operations.

Responsibilities
• Demonstrates a high level of service, builds trust, values others, communicates effectively, drives execution, fosters innovation, focuses on the Member, collaborates with others, solves problems creatively and demonstrates high integrity.

 • Responsible for identifying and building a network of Member contacts through qualified leads, referrals, telephone canvassing and face to face interaction with the purpose of creating financial opportunities.

• Outbound calling for Member Service and Sales, following the 2/2/2 program

• Ensures that all Members' needs are met and commitments to them are kept; providing "5 Star Service, to every member, every time.

• Supports the credit union’s objective and promotions by using advisory skills and cross-selling additional products and services to deepen the business relationship while improving the credit union’s profitability through continued loan growth and increased assets placed with the branch

• Expert level knowledge of the consumer loan process. Ensures all loan documentation meets and exceeds quality control standards.

• Utilizes an expert level of product knowledge to communicate features and benefits of all Credit Union products and services. Educate Members on how to become financially responsible.

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

• Ensures that all membership documentation meet and exceeds quality control standards as outline in the policy, including CIP, OFAC, ChexSystems, etc.

• Assists the branch with training of new Team Members and cross training of existing Team Members in all branch operations

• Provides support and back up to the Service Manager and/or Branch Manager with scheduling, overrides, loan queue management and sales coaching as needed.

• Assumes ownership and responsibility in all areas of your role, including assigned task and projects.

• Assists the department by completing projects and reports related to the department; provides suggestions to streamline department and credit union operations.

• Be knowledgeable of branch and PFCU business processes to anticipate potential issues and effectively communicate to your manager any and all problems that may arise.

• Maintains a high degree of flexibility in support of branch needs.

• Performs other related duties as assigned or requested.

Education Level: High School or GED (Required)

Years of Relevant Work Experience: 3+ Years

Language Skills: Spanish (Preferred)

Certifications
NMLS Certification (Required)
CA Notary (Preferred)

Other Training
Ability to use a personal computer and related software applications including Microsoft Outlook (Required)
Experience in Epysis, Springboard, and Verafin (Preferred)

Abilities
• Three years financial and sales experience is required.

• 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

• Organized; manages time well • Responsible; takes initiative and works independently

• Strong teamwork skills

• Previous leadership experience (Preferred)

The hiring range for this position in California is $20.04 to $27.55 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.