Member Experience Professional 1

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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.

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The Member Experience Professional I provides excellent, professional service to Members, using consultative sales techniques to build loyalty and cross-sell Credit Union services. As a key representative of Partners Federal Credit Union, they develop long-term relationships with Members by identifying financial needs and offering suitable solutions. The role involves performing all teller functions, resolving complex problems, balancing daily totals, overseeing balancing, processing transactions, ensuring smooth flow and adequate coverage of the teller line, and maintaining professional service standards. Additional responsibilities include managing member accounts, ensuring accurate and up-to-date records, handling deposits, withdrawals, and other financial transactions efficiently and accurately.

The Member Experience Professional I assists in the processing of loan applications by gathering necessary documentation and conducting initial reviews. They support the sales team in promoting credit union products and services, such as credit cards, mortgages, and savings accounts. Compliance with regulatory requirements and internal policies is critical, as is identifying and reporting any suspicious activities. The role also involves administrative tasks such as managing paperwork, filing, and data entry to ensure smooth operations. Effective Member relationship management is key, building and maintaining relationships with Members to understand their financial needs and provide appropriate solutions. Finally, they work closely with senior Credit Union staff and other team members to support overall branch or department goals.

Essential Responsibilities:

• Efficient Teller Operations:
  • Ensure all teller functions comply with policies and security standards.
  • Maintain professional and effective teller operations, including balancing and securing funds.
  • Monitor cash levels, maintain inventory of negotiable items, and manage cash dispense machines
• Member Services:
  • Provide exceptional member service by meeting Members' needs promptly and professionally.
  • Resolve Members’ requests, problems, and questions; offer Credit Union products and services.
  • Be able to recognize when a Member request should be referred to colleagues in positions of higher authority and responsibility.
  • Process transactions, open new accounts, and handle consumer loans from start to finish.
• Leadership and Supervision:
  • Provide leadership through effective peer-to-peer coaching, delegation, and communication with support of leadership.
  • Train and support Member Experience Professional I peers, ensuring optimal performance and professional growth within the Branch.
  • Be able to provide glow and grow feedback regarding team performance and in  support of peer growth and development.
  • Handle any special projects delegated by leader.
• Problem-Solving and Support:
  • Address complex transactions and sensitive Member relations issues.
  • Investigate and correct teller out-of-balance conditions.
  • Support personnel with day-to-day operations and Member interactions.
  • Effectively work the front Lobby desk, managing Member wait time exceptions and handling transactions that can be handle quickly.
• Product Knowledge and Cross-Selling:
  • Communicate features and benefits of all Credit Union products and services. Educate Members on financial responsibility and promote additional products and services.
  • Conduct outbound calls for Member Service and Sales, following the 2/2/2 program.
• Transaction Processing:
  • Perform a wide range of financial transactions, ensuring accuracy and security.
  • Responsible for overrides.
  • Process deposits, withdrawals, transfers, payments, and check cashing.
  • Balance daily transactions and verify cash totals.
  • Demonstrate fundamental Member engagement skills such as - greeting the Member with eye contact, smiling, inquiring about their business for the day and genuinely thanking them.
• Member Relationship Building:
  • Build a network of Member contacts through qualified leads and referrals.
  • Promote Credit Union objectives and deepen business relationships.
• Quality Control and Compliance:
  • Ensure all membership documents meet quality control standards.
  • Maintain compliance with policies, including CIP, OFAC, and ChexSystems.
  • Maintain and enhance financial business acumen through continual training and self-development.
• Communication and Coordination:
  • Coordinate teller Member Experience Professional I duties with related functions and communicate effectively with management.
  • Provide suggestions for improved service and streamline operations.
• Flexibility and Additional Duties:
  • Maintain flexibility in support of branch needs.
  • Complete projects and reports related to the department.
  • Perform other related duties as assigned or requested.

KNOWLEDGE & SKILLS

Minimum Education Required to Perform Job:
High School Diploma or GED

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

Certifications, Licenses, Registrations, etc.:
FL Notary

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.

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

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.

Typical 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.

Shift Work:
This role includes shift work on weekends and may require hours outside of a standard 8:00 AM – 5:00 PM schedule to support operational coverage.

Physical Demands & Environmental/Working Conditions:
This position requires the ability to:

• move self in different positions to accomplish tasks in various environments including tight and confined spaces
• remain in a stationary position, often standing or sitting for prolonged periods
• adjust or move objects up to 15 pounds in all directions
• perform repeat motions that may include the wrists, hands, and/or fingers
• use primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
• verbally communicate to convey detailed or important instructions or ideas accurately, loudly, or quickly
• hear average or normal conversations and receive ordinary information
• prepare or inspect documents or products, assess the accuracy, neatness, and thoroughness of assigned work, or operate office machinery through average, ordinary, visual acuity.

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.

The hiring range for this position in Florida is $19.00 to $27.17 per hour. 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. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.