Member Service Specialist I

Job ID 10103154 Location Lake Buena Vista, Florida, United States Business Partners Federal Credit Union Date posted Oct. 25, 2024

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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:

The Member Service Specialist I encompasses a multifaceted role within Partners Federal Credit Union, focusing primarily prioritizing exceptional service delivery to both internal and external members. Key objectives include identifying member needs and effectively cross selling the Credit Union’s products and services with confidence. Building and nurturing strong relationships with members, as well as collaborating seamlessly with internal branches and departments, are essential components. Moreover, the role requires adeptness in handling Member inquiries, ensuring timely follow-up, and accurately transferring calls when necessary. Upholding confidentiality regarding member financial data and maintaining compliance with state and federal banking laws are paramount. Additionally, the position necessitates exemplary communication skills, encompassing listening, verbal, written, and telephone etiquette to address member needs and technical issues proficiently.

Essential Responsibilities

Provide exceptional service to internal and external customers in accordance with PFCU Service Standards.
Build and maintain strong relationships with all internal cast members and members.
Able to determine member needs and open deposit products to existing members (Products include checking, savings, CDs, and Money Market)
Provide a warm hand-off, introduction to Digital Branch by summarize member’s needs, and solutions discussed to minimize any redundant conversations.
Follow up on customer inquiries not immediately resolved. Accurately and efficiently transfers customer calls to appropriate specialist(s), or for escalated, and as needed, and/or for additional research or resolution.
Work effectively with retail branches and departments as necessary for customer inquiry/problem resolution.
Protects and maintains confidentiality with all members financial data when handling customer requests and transactions.
Ensures that all membership documents are processed by meeting and exceeding quality control standards as outlined in the policy, including CIP, OFAC, Chexsystems, etc.
Working knowledge of, and ensures PFCU activities, and job responsibilities are performed in compliance with, all state and federal banking laws and regulations.
Ability to maintain and manage personal composure when confronted with a difficult situation and/or customer, with the ability to provide clients with information, data, advice and solutions, as well as gain their trust and respect with all levels of staff and management.

Additional Responsibilities

Ability to consistently apply decision-making techniques pertaining to inquiries and requests as they apply to existing policies and procedures, keeping within assigned approval limits.
Working knowledge of all state and federal banking laws and regulations.
Balances workload to handle, Offline work such as wire processing, wire call backs, TMC tickets, etc.
Understands and complies with all policies, procedures, standards and guidance relevant to assigned job responsibilities.
All other duties as assigned.

Education Level: High School or GED

Relevant Work Experience: 0 to 2 years

Other Training, Technical Skills, or Knowledge Required

Knowledge of the following systems: Symitar, Xperience, Springboard, Master site, Liberty/Harland Clark, ChexSystem, Visa Online, Device Manager, Check 21 (Image Center), SWBC (Pay by Phone), Zelle CST, Help Desk Portal (JIRA)

Other Measurable Abilities Required

Unquestionable integrity in handling sensitive and confidential information required.
Strong listening, verbal, written and telephone etiquette business communication skills, with the ability to communicate and follow up on product, policy or technical issues over the phone.
Ability to maintain and manage personal composure when confronted with a difficult situation and/or customer, with the ability to provide clients with information, data, advice and solutions, as well as gain their trust and respect with all levels of staff and management.

Scope of Job

Discretion/Latitude: Front-line digital bank branch service reps operate with moderate supervision, making decisions within set guidelines. They resolve customer inquiries, process transactions, and escalate complex issues. While higher management holds ultimate authority, reps play a crucial role in ensuring customer satisfaction and branch efficiency, exercising sound judgment and adhering to standards.
Shift work: Monday – Saturday, Day and Early Evening Shifts

Disclaimer

The information contained in this job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or to 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.