Katella Member Experience Professional II - Branch

Member Experience Professional II

Love What You Do. We are a mission-driven credit union dedicated to strengthening the financial well-being of our membersand 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.

The Member Experience Professional II is a key role dedicated to delivering exceptional financial services and support to our credit union members. This position involves identifying and cultivating a network of member contacts through various channels to create financial opportunities and drive sales. Responsibilities include conducting outbound calls as part of the Partner's Sales and Service Member program, processing a wide range of financial transactions, and proactively identifying changes in members' banking needs to recommend relevant financial solutions. The Member Experience Professional II will also promote the credit union's objectives by cross-selling products and services, process consumer loans, and mentor other team members. With expert-level product knowledge, this role educates members on financial responsibility and manages new memberships and account services. Ensuring compliance with quality control standards, assisting with branch operations, and providing notary services and medallion signature guarantees are also essential duties. This position requires a high degree of flexibility and the ability to anticipate and address potential issues effectively.

Job Responsibilities

• Lead Generation and Networking: Identify and build a network of member contacts through qualified leads, referrals, telephone canvassing, and face-to-face interaction to create financial opportunities.
• Outbound Member Service and Sales: Conduct outbound calling as part of the Partners Sales and Service program to enhance member service and drive sales.
• Transaction Processing: Process a wide range of financial transactions including deposits, withdrawals, transfers, payments, and check cashing for credit union members.
• Member Needs and Financial Solutions: Proactively identify changes in members' life events and banking needs to recommend relevant services and financial solutions.
• Cross-Selling and Promotion: Promote the credit union's objectives and promotions through advisory skills and cross-selling additional products and services to deepen member relationships and enhance profitability.
• Loan Processing and Mentorship: Process consumer loans, ensure loan documentation quality, and mentor other Member Experience Professionals in best practices.
• Product Knowledge and Member Education: Use expert-level product knowledge to communicate features and benefits of credit union products and services, educating members on financial responsibility.
• Membership Account Management: Process new memberships, open accounts, and handle service requests such as additional share accounts, savings services, checking, money market, and certificates.
• Quality Control and Compliance: Ensure all membership documents meet quality control standards, including CIP, OFAC, ChexSystems, etc.
• Branch Operations and Notary Responsibilities: Assist Member Experience Manager with the Internal Verification Program, complete departmental projects and reports, maintain flexibility to support branch needs, and perform notary services and medallion signature guarantees.

Knowledge & Skills

Education Level: High School or GED (required) Years of Relevant Work Experience: 3 to 5 years Language Skills: Spanish (Preferred) Certifications, Licenses, Registrations, etc.:

• CA Notary - Required
• NMLS Certification - Required

Other Training, Technical Skills, or Knowledge:

• Ability to use a personal computer and related software applications including Microsoft Outlook. - Required
• Experience using Episys - Preferred
• Experience using Springboard - Preferred
• Experience using Verafin - Preferred

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.
• Experience in sales is preferred.
• Previous supervisory experience preferred

Business/Work Environment: Shift work including weekends consists of hours outside of an 8 - 5 schedule to cover the hours of operation 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 $24.00 to $33.98 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. 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.