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: