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Member Care Representative III

4 months ago

Long Beach, United States LBS Financial Credit Union Full time
Do you have experience in a credit union or bank delivering outstanding customer service and performing transactions on the platform side including new accounts?

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 & RESPONSIBILITIES

The Member Care Representative III (MCR) is responsible for educating our Members on a variety of products and services the credit union offers. In addition to this, the MCR III will perform the following essential job functions as described within the MCR III Job Functions and Responsibilities.

You will be working with Members and your teammates to meet and exceed individual and Credit Union goals. The suitable candidate has a high level of ethics, good judgement, and common sense, while understanding the importance of following credit union policies and procedures. You must enjoy a fast-paced work environment and thrive on delivering quality customer service

QUALIFICATIONS
  • 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.
  • 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.
  • Previous experience providing product recommendations and referrals.
  • 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.
BENEFITS & TOTAL REWARDS

LBS Financial offers our Full-time employees an excellent benefits package:
  • Medical, Dental, and Vision
  • Paid Holidays and Accrued Time Off: Vacation and Sick
  • Fully funded Pension Plan
  • Voluntary 401(k) and Roth(k)
  • Insurance: Life, Accidental Death & Dismemberment (AD&D), and Long-Term Disability (LTD)
  • Travel Assist
  • Rewards and Recognition Program
  • Educational Reimbursement
  • Paid Volunteer hours
  • Loan discounts and free branch services
  • SmartDollar Financial Wellness benefit
  • Discount entertainment: movie tickets, travel, car rentals, and much more
  • Plus, a variety of additional voluntary benefits

PAY RANGE

In accordance with California’s Pay Transparency Act (SB 1162), the expected salary range for this position is between:

$22.50 - $24.06

Actual pay will be determined based on a candidate’s specific qualifications, including their knowledge, skills, education and experience, internal equity consideration, as well as other job-related factors permitted by law.

Note: As an Employer of Choice, LBS Financial strives to support our employees’ career growth by posting internal position openings and encouraging employees to apply for job opportunities for which they believe they are qualified. Generally, employees with less than 90 days in their current position or those on a disciplinary action within the past 6 months may not be considered for transfer into an open position. LBS Financial has the sole discretion when and under what circumstances job transfers will be permitted. The Credit Union may interview outside as well as internal candidates.

Monday - Friday 9:00 a.m. - 6:30 p.m. Saturdays 8:30 a.m. - 2:30 p.m.
Full-time 40 hours/week