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Lead Member Service Representative

Aplicar ahora Aplique más tarde Job ID 10104280 Ubicación Burbank, California, Estados Unidos Business Partners Federal Credit Union Fecha de publicación 24/10/2024

Detalles del empleo:

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. https://secure-web.cisco.com/16ffu-IABXYhPShOppAn2i6WDVykiJoWDonBUXN3ueIxAOiscrff7I2kw6_9oqxdzcvL9EbdKgx8aGqMK1k0XreEykNTQYmbmAoz_gW8yiuoh1Y2DCBAszniKVj6uEfqj4_N-rQoIMlSVo7dcSYPD-KEFGi5lYoLHefok7zvfjRayIlL9l2-0LK0oXZymbyGFTWzMKFuTqrYtILLQL7Y-xMw1oOrPjq9-yNHeLNSx8oJy3mx0Fs8q4Yq6Y04LrkiPaZ8ksIOgh35H50mXAavSJsD-qJbjSiF2nkDD-CL8uqj1arY0LnX5otXH1yuE27WUgHrbMzUf8jQPUCT2mkXZTGr355yKMtC4xPYkxnU27f180hgvKbq-eb7qPJcpox0O/https%3A%2F%2Fjobs.disneycareers.com%2Fbenefits.


Acerca de Partners Federal Credit Union:

Durante más de 50 años, Partners Federal Credit Union ha brindado la diferencia Partners a nuestros más de 125 000 miembros, con los más altos niveles de servicio, valor, acceso y conveniencia. Además, encontrará una amplia gama de productos financieros en los bancos más grandes, incluido cuentas de ahorros, cuentas corrientes, préstamos, administración de patrimonio y lo último en acceso a cuentas innovadoras. Y siempre con una conexión exclusiva con The Walt Disney Company que garantiza un nivel de calidad sin igual en la banca. Partners no es otra cosa que miembros del elenco ayudando a miembros del elenco, creando un vínculo genuino y un compromiso de servicio que ninguna otra institución financiera puede igualar. Únase y descubra que en Partners, honramos la membresía de por vida, porque los miembros pueden poner su confianza en nosotros, en cada etapa del camino. Y debido a nuestra conexión con The Walt Disney Company, cada persona que trabaja para Partners también es miembro del elenco/empleado de Disney.

Acerca de The Walt Disney Company:

The Walt Disney Company, junto con sus subsidiarias y afiliadas, es una empresa internacional diversificada líder en entretenimiento familiar y medios de comunicación que incluye tres segmentos comerciales principales: Disney Entertainment, ESPN y Disney Experiences. Desde sus humildes comienzos como estudio de dibujos animados en la década de 1920 hasta su reconocido nombre en la industria del entretenimiento en la actualidad, Disney continúa con orgullo su legado de crear historias y experiencias de clase mundial para toda la familia. Las historias, los personajes y las experiencias de Disney llegan a consumidores e invitados de todos los rincones del mundo. Con operaciones en más de 40 países, nuestros empleados y miembros del elenco trabajan juntos para crear experiencias de entretenimiento que sean apreciadas a nivel local y global.

Este puesto es en Disney Enterprises, Inc. , que forma parte de una empresa comercial que denominamos Partners Federal Credit Union.

Disney Enterprises, Inc. es un empleador que ofrece igualdad de oportunidades. Los solicitantes recibirán consideración para el empleo independientemente de su raza, religión, color, sexo, orientación sexual, género, identidad de género, expresión de género, nacionalidad, ascendencia, edad, estado civil, condición de militar o veterano, afección médica, información genética o discapacidad, o cualquier otro fundamento prohibido por la ley federal, estatal o local. Disney defiende un entorno empresarial donde las ideas y decisiones de todas las personas nos ayudan a crecer, innovar, crear las mejores historias y ser relevantes en un mundo en constante evolución.

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