Member Experience Professional II - Branch

The Walt Disney Company•Union, CA

1d•Onsite

About The Position

The Member Experience Professional II delivers financial services and support to credit union members. The role builds a network of member contacts through leads, referrals, calls, and face-to-face interactions; conducts outbound calls to support member service and sales; processes financial transactions and consumer loans; and identifies members’ changing needs to recommend relevant financial solutions. The position promotes products and services, manages memberships and accounts, educates members about financial responsibility, and mentors other team members. It also supports branch operations, quality control and compliance, and provides notary services and medallion signature guarantees. The role requires flexibility to respond to branch needs and address potential issues effectively.

Requirements

High school diploma or GED.
Three to five years of relevant work experience.
Two years of experience in the financial industry and credit unions.
Two years of experience in teller cash handling and cash dispense machines.
California Notary certification.
NMLS certification.
Ability to use a personal computer and related software applications, including Microsoft Outlook.
Excellent member service and conflict resolution skills.
Effective sales skills.
Strong problem-solving and decision-making skills.
Clear and open communication skills.
Flexibility and ability to adapt to change.
Strong time-management and multitasking skills.
Organization, initiative, independence, and strong teamwork skills.

Nice To Haves

Spanish language skills.
Experience using Episys.
Experience using Springboard.
Experience using Verafin.
Sales experience.
Previous supervisory experience.

Responsibilities

Identify and build a network of member contacts through qualified leads, referrals, telephone canvassing, and face-to-face interactions.
Conduct outbound calls as part of the Partners Sales and Service program to enhance member service and drive sales.
Process deposits, withdrawals, transfers, payments, check cashing, and other financial transactions.
Identify changes in members’ life events and banking needs and recommend relevant services and financial solutions.
Promote credit union objectives and promotions, and cross-sell products and services to deepen member relationships and enhance profitability.
Process consumer loans, ensure loan documentation quality, and mentor other Member Experience Professionals.
Explain product and service features and benefits and educate members on financial responsibility.
Process new memberships, open accounts, and handle service requests for share accounts, savings, checking, money market accounts, and certificates.
Ensure membership documents meet quality control standards, including CIP, OFAC, and ChexSystems requirements.
Assist the Member Experience Manager with the Internal Verification Program, complete departmental projects and reports, and support branch needs.
Perform notary services and medallion signature guarantees.