Member Service Representative II

Job ID 10108224 Location Lake Buena Vista, Florida, United States Business Partners Federal Credit Union Date posted Dec. 10, 2024

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Job Summary:

The Member Service Representative II is a key role dedicated to delivering exceptional financial services and support to our credit union members. This position involves identifying and cultivating a network of member contacts through various channels to create financial opportunities and drive sales. Responsibilities include conducting outbound calls as part of the Partner’s Sales and Service Member program, processing a wide range of financial transactions, and proactively identifying changes in members' banking needs to recommend relevant financial solutions.

The Member Service Representative II will also promote the credit union's objectives by cross-selling products and services, process consumer loans, and mentor other team members. With expert-level product knowledge, this role educates members on financial responsibility and manages new memberships and account services. Ensuring compliance with quality control standards, assisting with branch operations, and providing notary services and medallion signature guarantees are also essential duties. This position requires a high degree of flexibility and the ability to anticipate and address potential issues effectively.

Essential Responsibilities:

Lead Generation and Networking

Identify and build a network of member contacts through qualified leads, referrals, telephone canvassing, and face-to-face interaction to create financial opportunities.

Outbound Member Service and Sales

Conduct outbound calling as part of the Partners Sales and Service program to enhance member service and drive sales

Transaction Processing

Process a wide range of financial transactions including deposits, withdrawals, transfers, payments, and check cashing for credit union members.

Member Needs and Financial Solutions

Proactively identify changes in members' life events and banking needs to recommend relevant services and financial solutions.

Cross-Selling and Promotion

Promote the credit union's objectives and promotions through advisory skills and cross-selling additional products and services to deepen member relationships and enhance profitability.

Loan Processing and Mentorship

Process consumer loans, ensure loan documentation quality, and mentor other Member Experience Professionals in best practices.

Product Knowledge and Member Education

Use expert-level product knowledge to communicate features and benefits of credit union products and services, educating members on financial responsibility.

Membership Account Management

Process new memberships, open accounts, and handle service requests such as additional share accounts, savings services, checking, money market, and certificates.

Quality Control and Compliance

Ensure all membership documents meet quality control standards, including CIP, OFAC, ChexSystems, etc.

Branch Operations and Notary Responsibilities

Assist Member Experience Manager with the Internal Verification Program, complete departmental projects and reports, maintain flexibility to support branch needs, and perform notary services and medallion signature guarantees.

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.

FL Notary – Required
NMLS Certification – Required
Medallion Signature Guarantee Certification – Preferred

Other Training, Technical Skills or Knowledge

Ability to use a personal computer and related software applications including Microsoft Outlook – Required
Experience using Episys – Preferred
Experience using Springboard – Preferred
Experience using Verafin – Preferred

Abilities and Behaviors:

Excellent member service and conflict resolution skills
Effective sales skills
Strong problem-solving and decision-making skills
Clear and open communication skills
Flexible; easily adapts to change
Strong time-management skills & ability to multi-task
Organized, good time manager
Responsible; takes initiative and works independently
Strong teamwork skills
Two years’ experience in the financial industry and credit unions is required.
Two years’ experience in teller cash handling and cash dispense machines is required.
Experience in sales is preferred.
Previous supervisory experience preferred

Scope of the Job

Performance Standards:

• Balancing Standards
• Balancing Percentage
• Member Satisfaction
• Transaction Quality
• Partners Home Mortgage Referrals (Total Referrals / Qualified Referrals)
• Partners Wealth Management (Total Referrals / Qualified Referrals)
• Review Membership Applications (Membership Officer)
• Core Product Qualified Referrals (Checking, Certificates, MMA and Consumer Loans)
• Autoland / Auto Advisor referrals (Total referrals/qualified referrals)
• Review and submit the monthly Teller Over / Short report to the Branch Service Manager
• Assist and/or complete with the Branch Service Manager the Internal Verification Program (IVP) and submit the packet to the Branch Service Manager

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 inbound /outbound phone calls. There is a high level of interactions with all PFCU departments.

Business / Work Environment:

Shift work including weekends consists of hours outside of an 8 - 5 schedule to cover the hours of operation.

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
On-the-Job Training, as required
Core System Training
Lending and New Account Platform Training
Cards Training (Springboard & Card Wizard)
PLP Training
Unity Training

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.

Other:

Ability to travel from branch locations when required.

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.

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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 Walt Disney Parks and Resorts U.S., Inc., which is part of a business we call Partners Federal Credit Union.

Walt Disney Parks and Resorts U.S., 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 Lake Buena Vista, FL

Lake Buena Vista is home to the Disney Springs retail, dining and entertainment complex, Disney’s Typhoon Lagoon Water Park, Disney’s Lake Buena Vista Golf Course and several resort hotels are located with the City limits.