Member Experience Advisor

Calling All Banking Relationship Managers, Premier Bankers, and Financial Advisors

We have an incredible new opportunity launching in both our Orlando and California markets – Our Member Experience Advisor role!  If you have experience as a Financial Advisor, Premier Banker, Private Banker or Sr Relationship Manager and have obtained your required licensing, this may be the role for you.

As a Member Experience Advisor, you’ll be at the heart of our mission to create meaningful connections and be our members financial institution for life, while leading with purpose, fostering relationships, and helping members achieve their financial goals.

The Opportunity

This isn’t just a job – it’s a chance to make an impact. In this role, you’ll:

• Be the trusted advisor: Serve as the primary contact for select members, offering personalized advice and tailored solutions that help them succeed. 
• Lead with integrity: Mentor branch team members, sharing your expertise to elevate the entire team’s performance.
• Drive meaningful results: Partner with leadership to achieve retail growth objectives while always prioritizing what’s best for the member.
• Deliver exceptional service: Educate members on innovative products, services, and digital tools to make managing their finances easier and more rewarding.

What You’ll Bring

We’re looking for someone who thrives on building connections and delivering results.  You’ll need:

• Proven experience in financial services and advising affluent clients.
• Exceptional communication skills and a passion for delivering world-class service.
• A leadership mindset and a desire to make a difference – not just in members’ lives but within your team and community.
• A Series 7 and 66 or equivalent as well as insurance licenses for Life, Health, and Variable products.

Why Partners?

At Partners Federal Credit Union, we don’t just serve members – we empower them to reach their financial goals while creating meaningful relationships. Here, you’ll find:

• A People-First Culture: We are driven by our commitment to our members and the communities we serve. Join a team that values collaboration, trust, and a shared purpose.
• A Commitment to Your Growth: From professional development opportunities to clear career paths, we invest in you so you can invest in others.
• As the credit union for The Walt Disney Company, our exclusive connection ensures best in class benefits and perks.

Apply today to become a key part of the Partners Federal Credit Union story. Let’s create something extraordinary. 

This position is the main point of contact for a select group of Partners' affluent members, as well as other selected members from the branch and geography they cover.  They are considered a key front-line leader for Partners Federal Credit Union whose main responsibility is to interact and develop long term profitable relationships with these Members by determining their financial needs and presenting and offering the best financial solution. The incumbent actively promotes and cross-sells Partners’ products and services during these transactions.

The Member Experience Advisor serves as a leader to all levels of Member Experience Professionals, answering questions and resolving more complex member requests, and assists the Branch Manager and Member Experience Manager as needed. The incumbent is professional, mature in nature, very organized and knowledgeable while displaying a welcoming and positive demeanor with members and co-workers, and maintaining professional and ethical service standards set by Partners. Affluent Member focus while keeping Partners’ leadership competencies and core values centric to how you conduct business.

The Member Experience Advisor needs to be versed in all Member Experience Professional positions to maintain capability to lead and inspect lower-level Branch positions.  Securities/FINRA licensing required.  While reporting directly to the Branch Manager, this role also collaborates closely with and is accountable to the VP of Retail Growth to support strategic initiatives and ensure alignment with retail growth objectives.

Essential Responsibilities:

Comprehensive Relationship Management

• Serve as the primary contact for affluent and select members, managing their complete banking and investment relationships using a proactive, consultative approach to retain, grow balances, and deepen relationships.

Advice-Based Banking

• Manage member relationships through an advice-based approach, ensuring members receive the best financial and investment products and services tailored to their needs, including multi-generational.

Proactive Financial Needs Assessment

• Identify changes in members’ life events and banking needs to recommend relevant financial solutions, helping members achieve financial success.

Product and Service Expertise

• Stay knowledgeable about current financial products, rates, and trends, including retirement products, CDs, money markets, and treasury ladders, to educate and guide members effectively.

Transactional Support

• Process a wide range of financial transactions, including deposits, withdrawals, payments, and check cashing, while ensuring all transactions meet quality control standards.

Mentorship and Leadership

• Mentor all levels of branch Member Experience Professionals passing on skills, knowledge, and information to enhance their performance and success.

Operational Support and Decision-Making

• Provide backup and support to the Member Experience Manager and Branch Manager in scheduling, overrides, interest rate exceptions, loan queue management, and sales coaching.
• Collaborate with the VP of Retail Growth to implement initiatives that drive retail success.

Cross-Selling and Financial Growth

• Promote the credit union’s objectives by cross-selling additional products and services, contributing to loan growth and increased assets at the branch.
• Provide regular updates to the VP of Retail Growth on performance metrics related to retail growth objectives.

Regulatory Compliance and Documentation

• Ensure all membership documents and loan documentation meet quality control standards and comply with policies, including CIP, OFAC, and Chexsystems.

Member Education and Technology Adoption

• Educate members on credit union technology and digital solutions, such as mobile and online services, to enhance convenience and financial literacy.

Knowledge & Skills

Education Level:

High School or GED (required)

Years of Relevant Work Experience:  

3 to 5 years (1 year minimum for Member Experience Professional)

Language Skills:

Spanish (preferred)

Haitian Creole (preferred)   

Certifications, Licenses, Registrations, etc.:

NMLS Certification – Preferred

CA Notary – Preferred

Medallion Signature Guarantee Certification – Preferred

State L&D Insurance License – Required

FINRA 63 – Required

FINRA 7- Required

Other Training, Technical Skills or Knowledge:

Ability to use a personal computer and related software applications including Microsoft Outlook. – Required

Bachelor’s Degree – Preferred

Experience in Episys – Preferred

Experience using Springboard – Preferred

Experience using Verafin – Preferred

Abilities and Behaviors:

• 3+ years’ experience building and maintaining effective relationships with customers and Partners
• 3+ years of customer service experience
• 3+ years branch banking experience
• 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, organizational skills & ability to multi-task
• Responsible; takes initiative and works independently
• Strong teamwork skills
• Excellent verbal, written and interpersonal skills
• Highly motivated, ability to successfully achieve objectives

Scope of the Job

Performance Standards:

• New Memberships: 5-8/Mo
• Member Satisfaction Evaluation
• Cash balancing standards
• Quality Reviews – Loan / Memberships
• Loan Originations: (12-17 funded applications/Mo, $300,000-$425,000/Mo)
• 8-12 Insurance Units/Mo, consisting of the following three:
• PLP Units/ 35% Penetration
• GAP/Units / 50% Penetration
• MBI Units / 10% Penetration
• 5-7 Qualified Referrals/Mo consisting of the following three:
• Wealth Management Referrals
• Auto Advisor / Autoland Referrals
• Home Mortgage Referrals
• Investment Product Sales: 2 new accounts/Mo

Discretion / Latitude:

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. 

Interactions:

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.

Business / Work Environment:

• Shift work including weekends and home visits consists of hours outside of an 8 - 5 schedule to cover the hours of operation.
• Able / flexible to work evenings and Saturday at the convenience of the member.
• Able / flexible to visit the member at their place of work or home

Challenges:

Sitting for a prolonged period of time and repetitive tasks.  May perform different work functions within a normal workday.

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

Physical Demands & Environmental / Working 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.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The hiring range for this position in California is $68,640 to $86,760 annually. The base pay actually offered will take into account internal equity and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience, among other factors.

In addition to base pay, this role offers the opportunity to earn additional compensation through our annual incentive plan (AIP) and sales incentives. While not guaranteed, the AIP target for this role is approximately 9% of base salary at "meets expectations," and sales incentives typically range between 10%-20% of base salary annually, depending on performance and region.

Select benefits may be provided as part of the compensation package, such as medical, financial, and/or other benefits. To learn more about our benefits, visit: .