Member Service Representative II
Apply Now Apply Later Job ID 10102533 Location Glendale, California, United States Business Partners Federal Credit Union Date posted Oct. 01, 2024Job Summary:
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 skills
- Effective sales skills
- Strong problem-solving and decision-making skills
- Clear and open communication skills
- Flexible; easily adapts to change
- Strong time-management skills & ability to multi-task
- Organized, good time manager
- Responsible; takes initiative and works independently
- Strong 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 Manager
The 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.
About Partners Federal Credit Union:
For more than 50 years, Partners Federal Credit Union has delivered The Partners Difference to our more than 175,000 members, with the highest levels of service, value, access and convenience. Plus, a full array of financial products you’ll find at the biggest banks, including savings, checking, loans, wealth management and the latest in innovative account access. And always with an exclusive connection to The Walt Disney Company that ensures a level of quality unsurpassed in banking. Named one of the 2019 “Best Credit Unions to Work For” by Credit Union Journal, Partners is truly Cast Members serving Cast Members, creating a genuine bond and commitment to service that no other financial institution can match. Join and discover that at Partners, we honor membership for life — because members can confidently rely on us at every stage of it. And because of our connection to The Walt Disney Company, every person who works for Partners is also a Disney Cast Member/employee.
About The Walt Disney Company:
The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.
This position is with Disney Enterprises, Inc., which is part of a business we call Partners Federal Credit Union.
Disney Enterprises, Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.