Member Experience Advisor

The Walt Disney Company•Burbank, CA

4d•$68,640 - $86,760

About The Position

This position is the main point of contact for a select group of Partners' affluent members, as well as other selected members from the branch and geography they cover. They are considered a key front-line leader for Partners Federal Credit Union whose main responsibility is to interact and develop long term profitable relationships with these Members by determining their financial needs and presenting and offering the best financial solution. The incumbent actively promotes and cross-sells Partners’ products and services during these transactions. The Member Experience Advisor serves as a leader to all levels of Member Experience Professionals, answering questions and resolving more complex member requests, and assists the Branch Manager and Member Experience Manager as needed. The incumbent is professional, mature in nature, very organized and knowledgeable while displaying a welcoming and positive demeanor with members and co-workers, and maintaining professional and ethical service standards set by Partners. Affluent Member focus while keeping Partners’ leadership competencies and core values centric to how you conduct business. The Member Experience Advisor needs to be versed in all Member Experience Professional positions to maintain capability to lead and inspect lower-level Branch positions. Securities/FINRA licensing required. While reporting directly to the Branch Manager, this role also collaborates closely with and is accountable to the MEA Program Manager to support strategic initiatives and ensure alignment with retail growth objectives.

Requirements

High School or GED (required)
3 to 5 years (1 year minimum for Member Experience Professional)
Ability to use a personal computer and related software applications including Microsoft Outlook. – Required
3+ years’ experience building and maintaining effective relationships with customers and Partners
3+ years of customer service experience
3+ years branch banking experience
Excellent member service and conflict resolution skills
Effective sales skills
Strong problem-solving skills
Clear and open communication skills
Flexible; easily adapts to change
Strong time-management, organizational skills & ability to multi-task
Responsible; takes initiative and works independently
Strong teamwork skills
Excellent verbal, written and interpersonal skills
Highly motivated, ability to successfully achieve objectives
NMLS Certification – Preferred
CA Notary – Preferred
Medallion Signature Guarantee Certification – Preferred
State L&D Insurance License – Required
FINRA 63 – Required
FINRA Series 7 - Preferred
FINRA Series 6 - Will Be Considered

Nice To Haves

Spanish (preferred)
Haitian Creole (preferred)
Bachelor’s Degree – Preferred
Experience in Episys – Preferred
Experience using Springboard – Preferred
Experience using Verafin – Preferred

Responsibilities

Comprehensive Relationship Management
Serve as the primary contact for affluent and select members, managing their complete banking and investment relationships using a proactive, consultative approach to retain, grow balances, and deepen relationships.
Advice-Based Banking
Manage member relationships through an advice-based approach, ensuring members receive the best financial and investment products and services tailored to their needs, including multi-generational.
Proactive Financial Needs Assessment
Identify changes in members’ life events and banking needs to recommend relevant financial solutions, helping members achieve financial success.
Product and Service Expertise
Stay knowledgeable about current financial products, rates, and trends, including retirement products, CDs, money markets, and treasury ladders, to educate and guide members effectively.
Transactional Support
Process a wide range of financial transactions, including deposits, withdrawals, payments, and check cashing, while ensuring all transactions meet quality control standards.
Mentorship and Leadership
Mentor all levels of branch Member Experience Professionals passing on skills, knowledge, and information to enhance their performance and success.
Operational Support and Decision-Making
Provide backup and support to the Member Experience Manager and Branch Manager in scheduling, overrides, interest rate exceptions, loan queue management, and sales coaching.
Collaborate with the MEA Program Manager to implement initiatives that drive retail success.
Cross-Selling and Financial Growth
Promote the credit union’s objectives by cross-selling additional products and services, contributing to loan growth and increased assets at the branch.
Provide regular updates to the MEA Program Manager on performance metrics related to retail growth objectives.
Regulatory Compliance and Documentation
Ensure all membership documents and loan documentation meet quality control standards and comply with policies, including CIP, OFAC, and Chexsystems.
Member Education and Technology Adoption
Educate members on credit union technology and digital solutions, such as mobile and online services, to enhance convenience and financial literacy.