Lead Member Service Representative

Job ID 10104280 Location Burbank, California, United States Business Partners Federal Credit Union Date posted Oct. 24, 2024

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Because our employees and cast members are at the heart of everything we do, Disney offers a competitive total rewards package that includes pay, health and savings benefits, time-off programs, educational opportunities and more.

*Benefits and eligibility may vary by business and location

HEALTH INSURANCE & WELLBEING
CHILDCARE OPTIONS
PAID TIME OFF
RETIREMENT PROGRAMS
TUITION ASSISTANCE
WEEKLY PAY

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"There are so many opportunities to grow and learn within Disney! There is never a dull moment at work."

Diana, Principal Counsel

Job Summary:

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.

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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.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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Explore this Location Burbank, CA

Billed as the "Media Capital of the World," Burbank boasts more than 1,000 media and entertainment companies, including the main headquarters for The Walt Disney Company.