Member Experience Advisor

工作 ID 10108095 地點伯班克, 加利福尼亚州, 美國 有意工作的公司 Partners Federal Credit Union 日期已公佈 Dec. 06, 2024

申請

工作概要:

This position is the main point of contact for a select group of Partner's 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 – Required

CUNA – Required

FL/CA Notary – Required

Medallion Signature Guarantee Certification – Required

State Insurance License – Required

FINRA 6 – 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 $66,560 to $79,500 annually. 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. 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: https://jobs.disneycareers.com/benefits

申請

關於Partners Federal Credit Union:

超過 50 年，Partners Federal Credit Union 向我們超過 125,000 名會員履行了 Partners Difference ，提供最高水平的服務、價值、造訪以及便利。加上，您在最大銀行會發現的各種金融產品，包括儲蓄、支票、貸款、財富管理和最新的創新賬戶存取。並且始終以獨家的方式連接 The Walt Disney Company 確保銀行業的質量水平。Partners 確實是為演藝人員提供服務的員工，建立與其他金融機構無法匹配的真正聯繫與服務承諾。加入並探索 Partners，我們永久尊重會員資格 — 因為會員可以在每個階段有信心地依靠我們。因為我們與 The Walt Disney Company 的關係緊密，在 Partners 工作的每個人也是 Disney 演藝人員／員工。

關於 The Walt Disney Company:

Walt Disney Company 連同其子公司和聯營公司，是領先的多元化國際家庭娛樂和媒體企業，其業務主要涉及三個範疇：Disney Entertainment、ESPN 及 Disney Experiences。Disney 在 1920 年代的起步之初，只是一間卡通工作室，至今已成為娛樂界的翹楚，並昂然堅守傳承，繼續為家庭中每位成員創造世界一流的故事與體驗。Disney 的故事、人物與體驗傳遍世界每個角落，深入人心。我們在 40 多個國家/地區營運業務，僱員及演藝人員攜手協力，創造全球和當地人們都珍愛的娛樂體驗。

這個職位隸屬於 Disney Enterprises, Inc.，其所屬的業務部門是 Partners Federal Credit Union。

Disney Enterprises, Inc. 是提供平等就業機會的僱主。求職者都會獲得聘僱考量的機會，不分種族、宗教、膚色、生理性別、性傾向、社會性別、性別認同、性別表達、原國籍、血統、年齡、婚姻狀態、軍人或退伍軍人身份、醫療狀況、遺傳資訊或殘疾狀況、或者聯邦、州級或地方法律所禁止的其他任何基本特徵。Disney 提倡讓所有人的想法和決策都有助我們發展、創新、創造最好故事的商業環境，並與瞬息萬變的世界息息相關。

就業申請的殘疾便利安排

The Walt Disney Company 及其聯營公司是推動平等就業機會的僱主，歡迎所有求職者，包括殘疾人士及殘疾退伍軍人。如你是殘疾人士，並需要合理便利安排以搜尋職位空缺或申請職位，請將要求發送至Candidate.Accommodations@Disney.com。本電郵地址不擬用於一般僱傭查詢或通訊。我們只會回應與網上申請系統殘疾人士無障礙功能相關的要求。

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