Member Care Representative III

LBS Financial Credit Union • Lakewood, CA

1d

About The Position

The Member Care Representative III delivers an excellent experience to current and prospective credit union members through LBS Financial’s FACES service approach: Friendly, Accurate, Courteous = Excellent Service. This role provides personalized assistance with members’ financial needs and educates them about available products and services. The representative is expected to be knowledgeable in MCR I and II practices and processes, and proficient in new memberships, fiduciary and IRA accounts, loan and account services, fraud and dispute claims, and IRA requests. The position also supports vault, operations, and concierge responsibilities; develops knowledge of loan products; and processes LBS account transactions for members waiting for teller-line service as needed. The representative works with members and teammates to meet individual and credit union goals in a fast-paced environment, following credit union policies and procedures and maintaining high ethical standards and sound judgment.

Requirements

• High school diploma or equivalent.
• At least one year of platform sales and loan experience within a financial institution.
• Effective verbal and written communication skills.
• Sales skills and experience making product recommendations and referrals.
• Proficiency with Microsoft Word, Excel, and Outlook.
• Previous cash-handling and cash-drawer balancing experience.
• Ability to handle multiple priorities with a calm, friendly demeanor and attention to detail.
• Ability to learn new systems, policies, and processes quickly.
• Ability to work in a fast-paced team environment.
• High level of ethics, sound judgment, and common sense, with understanding of the importance of following credit union policies and procedures.
• Dependable attendance and punctuality.

Responsibilities

• Assist members with financial questions, transaction requests, and disputes, and help them select appropriate products and services.
• Provide accurate, professional explanations of credit union policies and resolve member concerns; escalate situations to the Branch Leadership Team when needed.
• Educate members about credit union products and services and provide product recommendations and referrals.
• Handle processes for new memberships, fiduciary accounts, IRA accounts, loan and account services, fraud and dispute claims, and IRA requests.
• Support vault, operations, and concierge responsibilities, and process LBS account transactions for members waiting for teller-line service as needed.
• Work with members and teammates to meet and exceed individual and credit union goals, as measured by the Employee Scorecard.
• Participate actively in branch and MCR meetings.
• Maintain current knowledge of compliance regulations related to loans, new accounts, and operations.
• Maintain dependable attendance and punctuality in accordance with LBS standards.
• Handle cash and balance a cash drawer.
• Maintain a professional manner and attire while managing multiple priorities in a fast-paced team environment.

Benefits

• Medical, dental, and vision coverage, with employee-only plans paid 100% by LBS.
• 12 paid holidays, three weeks of PTO, and sick time.
• Defined benefit pension plan.
• 401(k) and Roth(k) retirement plans.
• Life, AD&D, LTD, critical illness, accident, and hospital indemnity insurance.
• Educational reimbursement.
• Paid volunteer hours.
• Loan discounts and free branch services.
• Discounts on entertainment, including movie tickets, travel, and car rentals.
• Wellness benefits beginning the first of the month following 30 days of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED