Member Care Representative III

LBS Financial Credit Union•Long Beach, CA

3h•Onsite

About The Position

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

High level of ethics, good judgement, and common sense.
Understanding the importance of following credit union policies and procedures.
Enjoy a fast-paced work environment and thrive on delivering quality customer service!
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.
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.

Nice To Haves

Experience providing exceptional service at a credit union or bank, while handling transactions on the platform side, including new accounts.
Knowledgeable at the MCR 1 and 2 levels.
Proficient in the practice and processes of new memberships, fiduciary accounts, IRA accounts, loan & account services as requested by Members.
Able to assist Members with the completion of fraud, dispute claims and IRA requests.
Previous experience providing product recommendations and referrals.

Responsibilities

Educating our Members on a variety of products and services the credit union offers.
Perform essential job functions as described within the MCR III Job Functions and Responsibilities.
Working with Members and teammates to meet and exceed individual and Credit Union goals.
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.
Process LBS account transactions for Members waiting for service at the Teller line as needed.
Supports vault, operations and concierge responsibilities.
Exposure to understanding Loan Product Knowledge.