Senior Member Experience Professional

Love What You Do.
We are a mission-driven credit union dedicated to strengthening the financial well-being of our members—and that work begins with our people. Through our relationship with The Walt Disney Company, employees have access to world-class benefits, programs, and unique experiences that enhance both work and life. Combined with a comprehensive Total Rewards package, meaningful development opportunities, and an inclusive culture, you’ll find the support to grow, contribute, and build a career you truly love.

To learn more about our benefits visit: https://jobs.disneycareers.com/benefits.

The Senior Member Experience Professional serves as a key frontline leader dedicated to building and nurturing long-term, profitable relationships with our members by understanding their financial needs and delivering the most suitable solutions. In addition to performing the full range of Member Experience Professional services (e.g., processing transactions and balancing daily cash totals), this role actively promotes and cross-sells Partners' products and services during each interaction.

As a Senior Member Experience Professional, you will take on a leadership role within the team, guiding and mentoring other Member Experience Professionals, addressing complex member inquiries, and supporting the Member Experience Manager when needed. There is also potential to be trained in mortgage transactions. This role consistently embodies a welcoming and professional presence for both members and colleagues while upholding the ethical service standards set by Partners.

Essential Responsibilities:

• Identify and build a network of member contacts through qualified leads, referrals, outbound calls, and face-to-face interactions.
• Deliver exceptional member service, ensuring all needs are met and commitments are honored.
• Process a wide range of financial transactions including deposits, withdrawals, transfers, payments, and check cashing.
• Promote and cross-sell additional products and services to deepen member relationships and improve profitability.
• Proactively identify and respond to changes in members' financial needs.
• Process consumer loans ensuring high quality and compliance; mentor peers in best practices.
• Open new memberships and accounts, including IRAs, checking, savings, and certificates.
• Ensure all documents meet quality control and regulatory standards including CIP, OFAC, and ChexSystems.
• Support operational processes such as IVP and provide suggestions for improvement.
• Educate members on digital banking services and support technology adoption.

Additional Responsibilities:

Performs opening and closing procedures, including vault and alarm duties. Completes the IVP report and supports operations through issue anticipation and clear communication with the manager.

KNOWLEDGE & SKILLS

Minimum Education Required to Perform Job:
High School Diploma or GED (Required); Bachelor’s Degree (Preferred)

Minimum Years of Relevant Work Experience Required to Perform Job Upon Hire:
3 to 5 years of experience

Specific Experience Required:

• Financial and sales experience (Minimum 2 years)
• Cash handling (Minimum 2 years)
• Leadership role experience (Minimum 1 year preferred)
• Experience with Episys, Springboard, Verafin

Certifications or Licenses Required:
Notary, Medallion, NMLS - Required

Other Training, Technical Skills, or Knowledge Required:
Experience using Microsoft Office

Other Measurable Abilities Required:

• Excellent member service, verbal, and written communication skills
• Initiative, teamwork, and conflict resolution skills
• Strong problem-solving and decision-making abilities

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

SCOPE OF JOB

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.

Supervisory Scope:

• Mentors and supports Member Experience Professionals
• Provides instruction on policy, procedure, and service/product offerings
• Assists with performance tracking and reviews

Physical Demands & Environmental/Working Conditions:

• Move self in different positions in tight spaces
• Sit or stand for prolonged periods
• Lift up to 15 pounds occasionally
• Perform repeat motions with hands/fingers
• Communicate verbally with clarity and speed
• Hear average conversations and receive ordinary information
• Visual acuity to assess documents or operate machinery

Disclaimer
The information contained in this job description has been designed to indicate the general nature and level of work performed by cast members 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 cast members assigned to this job.

The hiring range for this position in California is $25.12 to $37.67 hourly. 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. 

This role may also be eligible for additional compensation such as a bonus or long-term incentive units.

Most roles at Partners are also eligible for our Annual Incentive Plan (AIP), which rewards employees for individual contributions and our collective success. While AIP is not guaranteed, it reflects our commitment to recognizing meaningful impact and shared results.

Partners offers a comprehensive benefits package that includes medical, dental, vision, retirement benefits, paid time off, and other employee programs that support well-being and growth.

To learn more about our benefits visit: https://jobs.disneycareers.com/benefits.