Job Description

This position is a “front line” representative for Partners Federal Credit Union whose primary responsibility is to interact and develop long-term, profitable relationships with our Members by determining their financial needs and presenting and offering the best financial solutions in a digital work environment. The Member Services Representative – Digital Branch works either within the sales and support teams, or works with the Business Development MEDA team, to achieve Member satisfaction, PFCU revenue generation, and long-term account goals in line with company values and winning behaviors. This position interacts with Members via telephone, video meetings, and email, providing friendly, professional, and exceptional service, support, and information, while building the Members’ activity with the Credit Union. Follows all Credit Union policies and procedures.

Primary Responsibilities:

• Responsible for identifying and building a network of Member contacts through qualified leads, referrals, telephone canvassing and utilization of all available electronic communication means with the purpose of creating financial opportunities.
• Make outbound contact (calls via phone or video, emails, and text) to new Members, following the 2/2/2 program.
• Ensures that all Members' needs are met and commitments to them are kept; providing "5 Star Service" to every member, every time. 
• Promotes the Credit Union's objectives and promotions by using advisory skills and cross-selling additional products and services to deepen the business relationship while improving the Credit Union’s profitability through continued loan growth and increased assets placed with the branch.
• Subject matter expert level of product knowledge to communicate features and benefits of all Credit Union products and services. Educate Members on how to become financially responsible. 
• Has thorough knowledge of the consumer loan process. Ensures all loan documentation meets and exceeds quality control standards.
• Processes new Memberships by opening accounts and new service requests such as additional share accounts, savings services, checking, money market, certificates, IRAs, referrals, etc.
• Ensures that all membership documents are processed by meeting/exceeding quality control standards as outline in the policy, including CIP, OFAC, Chexsystems, etc.
• Assumes ownership and responsibility in all areas of role, including assigned task and projects.

• Assists the department by completing projects and reports related to the department; provides suggestions to streamline department and credit union operations.

• Anticipates potential issues and effectively communicates to manager any and all problems that may arise.
• Follows all Credit Union policies and procedures.
• Maintains a high degree of flexibility in support of digital branch needs.  Member Service Representatives – Digital Branch team members work a hybrid schedule with approximately 2 days in-office and 3 days at home must be flexible as needed.
• Performs other related duties as assigned or requested. Maintains a high degree of flexibility in support of Digital branch needs.

Education Level:

High School or GED (required) Bachelor’s degree (preferred)

Years of Relevant Work Experience: 

1 to 2 years Financial Services and in Sales

Language Skills: 

Spanish (preferred)   

Preferred Qualifications

• FL / CA Notary
• Experience in Episys
• Experience using Sprinboard
• Experience using Verafin

Abilities & Behavior:

• Minimum 2 years Financial Sales experience is required.
• Excellent member service and conflict resolution skills
• Effective sales skills
• Strong problem-solving skills
• Clear and open communication skills. Ability to communicate effectively in writing and orally.
• Flexible; easily adapts to change
• Strong time-management skills & ability to multi-task
• Takes responsibility for completing role with excellence
• Takes initiative and works independently
• Strong teamwork skills, Collaborates effectively with others
• Proven ability to build trust and strong relationships.
• Demonstrated experience in providing exceptional member service
• Executes tasks and responsibilities in a timely, efficient manner.
• Develops innovative solutions
• Demonstrates high integrity

Interactions: 

This role interacts with a combination of inbound Member interactions from various types of electronic channels and outbound contact. There is a high level of interaction with all PFCU departments.  Member Service Representatives – Digital Branch team members work a hybrid schedule with approximately 2 days in-office and 3 days at home. Candidate must be flexible with availability and come to their assigned office location, as needed.

The pay rate for this role in California is $19.55 - $25.67 per hour. 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://secure-web.cisco.com/16ffu-IABXYhPShOppAn2i6WDVykiJoWDonBUXN3ueIxAOiscrff7I2kw6_9oqxdzcvL9EbdKgx8aGqMK1k0XreEykNTQYmbmAoz_gW8yiuoh1Y2DCBAszniKVj6uEfqj4_N-rQoIMlSVo7dcSYPD-KEFGi5lYoLHefok7zvfjRayIlL9l2-0LK0oXZymbyGFTWzMKFuTqrYtILLQL7Y-xMw1oOrPjq9-yNHeLNSx8oJy3mx0Fs8q4Yq6Y04LrkiPaZ8ksIOgh35H50mXAavSJsD-qJbjSiF2nkDD-CL8uqj1arY0LnX5otXH1yuE27WUgHrbMzUf8jQPUCT2mkXZTGr355yKMtC4xPYkxnU27f180hgvKbq-eb7qPJcpox0O/https%3A%2F%2Fjobs.disneycareers.com%2Fbenefits.