Member Care Representative III

Job Description

Job Description

Do you have experience providing exceptional service at a credit union or bank, while handling transactions on the platform side, including new accounts? 

We’d like to welcome a Member Care Representative III responsible for delivering an excellent Member experience to current and potential Members. They provide a high level of personal service by consistently delivering an extraordinary experience through our signature service, FACES (Friendly, Accurate, Courteous = Excellent Service).

The designation of the title Member Care Representative III has been established for an Employee who is knowledgeable at the MCR 1 and 2 levels and is proficient in the practice and processes of new memberships, fiduciary accounts, IRA accounts, loan & account services as requested by Members. This Employee is also able to assist Members with the completion of fraud, dispute claims and IRA requests. This position also supports vault, operations and concierge responsibilities. This position will also have exposure to understanding Loan Product Knowledge.

This role will also be called upon to process LBS account transactions for Members waiting for service at the Teller line as needed.

REQUIREMENTS & RESPONSIBILITIES

The Member Care Representative III (MCR) is responsible for educating our Members on a variety of products and services the credit union offers. In addition to this, the MCR III will perform the following essential job functions as described within the MCR III Job Functions and Responsibilities.

You will be working with Members and your teammates to meet and exceed individual and Credit Union goals. The suitable candidate has a high level of ethics, good judgement, and common sense, while understanding the importance of following credit union policies and procedures. You must enjoy a fast-paced work environment and thrive on delivering quality customer service! 

QUALIFICATIONS

• Provides assistance to Members in all areas relating to their financial needs (questions, transaction requests, disputes) while assisting them in the selection of appropriate products and services.
• Exercises strong oral and written communication skills to explain Credit Union policies and to resolve Member concerns in a professional and reasonable manner.
• Able to escalate situations to the Branch Leadership Team, as needed, and delivers excellent service during all Member interactions.
• Achieves established goals as measured by the Employee Scorecard.
• Participates actively in Branch Meetings and MCR Meetings
• Maintains up to date knowledge of all compliance regulations related to loans, new accounts and operations.
• Dependability is important and must have predictable attendance and adhere to the LBS standards for attendance and punctuality.
• Ability to work in a fast-paced team environment.
• Previous experience providing product recommendations and referrals.
• Ability to handle multiple priorities simultaneously with a calm, friendly demeanor.
• Demonstrate detail orientation.
• Consistently demonstrates professional manner and attire.
• Ability to learn new systems, policies and processes quickly.
• Previous experience with cash handling and balancing a cash drawer.
• Requires a high school diploma or equivalent.
• Requires a minimum of one-year platform sales and loan experience, within a financial institution.
• Requires effective verbal and written communication skills, sales skills and proficiency in Microsoft Word, Excel and Outlook applications.

BENEFITS & TOTAL REWARDS

• Medical, Dental, and Vision 100% employee-only plans paid by LBS
• 12 Paid Holidays, 3 weeks PTO, and Sick Time
• Defined Benefit Pension Plan 
• 401(k) and Roth(k) Retirement Plans
• Insurance: Life, AD&D, LTD
• Critical Illness, Accident Insurance, and Hospital Indemnity
• Educational Reimbursement
• Paid Volunteer hours
• Loan discounts and free branch services
• Discount entertainment: movie tickets, travel, car rentals, and much more
• Wellness Benefits starts 1st of the month following 30 days of employment

PAY RANGE

In accordance with California’s Pay Transparency Act, the expected salary range for this position is between: 

$22.46 - $26.68

Actual pay will be determined based on a candidate’s specific qualifications, including their knowledge, skills, education and experience, internal equity consideration, as well as other job-related factors permitted by law.

External Candidates: As part of our screening process, LBS Financial conducts background investigations on candidates who are extended an offer and who agree and authorize us to do so. This investigation will include:

• Employment Verifications - Employment Dates & Job Titles
• Credit Report
• Criminal Records Search
• Social Security Search
• Governmental Registries Search 

Additionally, candidates must be eligible to be bonded through a fidelity bond to cover employee loss and risk.

Internal Candidates: As an Employer of Choice, LBS Financial strives to support our employees’ career growth and encourage employees to apply for job opportunities for which they believe they are qualified. The Credit Union may interview outside as well as internal candidates.

For additional information about our Credit Union and to apply for this opportunity, please visit our website at  Equal Opportunity Employer.