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. The Member Services Representative works either in the Branches or works with the Business Development team to achieve Member satisfaction, PFCU revenue generation, and long-term account goals in line with company vision and values. This position interacts with Members face-to-face in the Branch or via telephone, video meetings, and email, providing friendly, professional, and exceptional service, support, and information, while building the Members’ activity with the Credit Union.

• Responsible for identifying and building a network of Member contacts through qualified leads, referrals, telephone canvassing and face-to-face interactions with the purpose of creating financial opportunities – In-Branch MSR

• Primary responsibility is to make outbound contact (calls via phone or video, emails, and text) to new Members, following the 2/2/2 program – Business Development MSR

• 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.

• Develops expertise in PFCU’s products in order to communicate features and benefits of all Credit Union products and services. Educates Members on how to become financially responsible.

• Processes Members 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 branch needs. In-Branch MSRs work in Branches on a daily basis and have face-to-face interactions with Members. Business Development MSRs work remotely 90% of time and must be flexible and able to go to Disney Traditions and other sales events, as well as come to the branch office, as needed.
   
• Performs other related duties as assigned or requested.

Education Level: High School or GED (Required)

Years of Relevant Work Experience: 1-3 years

Language Skills: Spanish (preferred)

Certifications

NMLS Certification (Required)

FL/CA Notary (Preferred)

Additional Behaviors and Skills

• Minimum 1-year 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 customer service
• Executes tasks and responsibilities in a timely, efficient manner.
• Develops innovative solutions

Demonstrates high integrity

Preferred Skills
Bachelor Degree

Experience with Episys

Experience with Springboard

Experience with Verafin

Performance Standards

• Meets Monthly Member Contact and Sales Goals
• Monthly Member Satisfaction Evaluation / scores
• Quality Reviews – Loan / Memberships
• Loan Originations
• PLP Units/ Penetration Percentage
• GAP/Units / Penetration Percentage
• MBI Units / Penetration Percentage
• Wealth Management Referrals
• Partners Home Mortgage Referrals
• Auto Advisor / Autoland Referrals
• Gross memberships
• Cross sells