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.