Member Care Representative III

LBS Financial Credit Union•Lakewood, CA

1d•$23 - $27

About The Position

The Member Care Representative III delivers an excellent experience to current and potential credit union Members through LBS Financial’s FACES service approach: Friendly, Accurate, Courteous = Excellent Service. The role builds on MCR I and II knowledge and requires proficiency in new memberships, fiduciary accounts, IRA accounts, and loan and account services. The representative assists Members with fraud and dispute claims and IRA requests, supports vault, operations, and concierge responsibilities, and develops knowledge of loan products. As needed, the role processes LBS account transactions for Members waiting at the Teller line. The representative educates Members about credit union products and services, helps address their financial needs, and works with teammates to meet individual and Credit Union goals. Success requires sound judgment, strong ethics, attention to detail, adaptability, and a commitment to following credit union policies and procedures while delivering quality service in a fast-paced environment. The schedule is Monday through Friday, 9:15 AM to 6:15 PM, and Saturday, 8:30 AM to 2:30 PM, for 40 hours weekly. The expected salary range is $22.71–$26.68. External candidates who receive and authorize an offer-stage background investigation may undergo employment, credit, criminal-record, Social Security, and governmental-registry searches, and must be eligible for fidelity bonding.

Requirements

High school diploma or equivalent.
Minimum of one year of platform sales and loan experience within a financial institution.
Previous experience providing product recommendations and referrals.
Previous experience with cash handling and balancing a cash drawer.
Effective verbal and written communication skills.
Sales skills.
Proficiency in Microsoft Word, Excel, and Outlook.
Ability to work in a fast-paced team environment and handle multiple priorities calmly and with a friendly demeanor.
Strong ethics, good judgment, and common sense.
Detail orientation.
Ability to learn new systems, policies, and processes quickly.
Dependability, predictable attendance, and adherence to LBS attendance and punctuality standards.
Professional manner and attire.
Ability to explain policies and resolve Member concerns in a professional and reasonable manner.

Responsibilities

Provide assistance to Members with financial needs, questions, transaction requests, and disputes, and help them select appropriate products and services.
Educate Members about the Credit Union’s products and services.
Explain Credit Union policies and resolve Member concerns professionally and reasonably.
Escalate situations to the Branch Leadership Team when needed and deliver excellent service during Member interactions.
Process new memberships, fiduciary accounts, IRA accounts, loan and account services, fraud and dispute claims, and IRA requests.
Support vault, operations, and concierge responsibilities.
Process LBS account transactions for Members waiting at the Teller line as needed.
Work with Members and teammates to meet and exceed individual and Credit Union goals.
Achieve established goals measured by the Employee Scorecard.
Participate in Branch Meetings and MCR Meetings.
Maintain current knowledge of compliance regulations related to loans, new accounts, and operations.
Follow credit union policies and procedures and meet attendance and punctuality standards.

Benefits

Medical, dental, and vision plans with employee-only premiums paid 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, and LTD insurance.
Critical illness, accident insurance, and hospital indemnity.
Educational reimbursement.
Paid volunteer hours.
Loan discounts and free branch services.
Discounts on entertainment, including movie tickets, travel, and car rentals.
Wellness benefits starting the first of the month following 30 days of employment.