Senior Member Experience Professional - Branch

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

· 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

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.

· 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, 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:

· 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

Scope of the Job

· 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

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.