Lead Member Service Representative

About the position

The Lead Member Service Representative at Partners Federal Credit Union serves as a frontline representative responsible for building long-term relationships with members by understanding their financial needs and providing tailored solutions. This role emphasizes high-quality service, sales support, and collaboration within the team to achieve member satisfaction and revenue goals, while adhering to credit union policies and procedures.

Responsibilities
• Demonstrates a high level of service and builds trust with members.
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• Identifies and builds a network of member contacts through various outreach methods.
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• Conducts outbound calling for member service and sales following the 2/2/2 program.
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• Ensures all members' needs are met and commitments are kept, providing '5 Star Service'.
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• Supports credit union objectives by cross-selling additional products and services.
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• Maintains expert knowledge of the consumer loan process and ensures loan documentation meets quality control standards.
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• Educates members on financial responsibility and processes new memberships and service requests.
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• Assists in training new team members and cross-training existing staff.
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• Provides support to branch management with scheduling and sales coaching as needed.
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• Completes projects and reports related to department operations.

Requirements
• High school diploma or GED required.
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• 3+ years of relevant work experience in financial services and sales.
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• Fluent in Spanish preferred.
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• NMLS Certification required; CA Notary preferred.
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• Ability to use Microsoft Outlook and related software applications.

Nice-to-haves
• Experience with Epysis, Springboard, and Verafin preferred.
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• Previous leadership experience preferred.

Benefits
• Medical benefits
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• Financial benefits
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• Bonus and/or long-term incentive units may be provided.

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