Senior Member Service Specialist

2 weeks ago

Long Beach, California, United States LBS Financial Credit Union Full time
Job Overview

Are you skilled in providing exceptional customer support within a financial institution, particularly in credit unions or banks?

We are seeking a Senior Member Service Specialist dedicated to ensuring a superior experience for both existing and prospective Members. This role is pivotal in delivering personalized service by consistently embodying our core service philosophy, FACES (Friendly, Accurate, Courteous = Excellent Service).

The designation of Senior Member Service Specialist is assigned to an individual who possesses comprehensive knowledge at the MCR 1 and 2 levels and demonstrates proficiency in managing new memberships, fiduciary accounts, IRA accounts, and loan services as requested by Members. This position also entails assisting Members with fraud and dispute claims, as well as IRA inquiries. Additionally, this role supports vault operations and concierge tasks, while gaining insights into Loan Product Knowledge.

Moreover, this position may require processing LBS account transactions for Members awaiting assistance at the Teller line.

Key Responsibilities

The Senior Member Service Specialist (MCR) is tasked with educating our Members about a diverse range of products and services offered by the credit union. The MCR III will also carry out essential job functions as outlined in the MCR III Job Functions and Responsibilities.

Collaboration with Members and colleagues is crucial to achieve and surpass both individual and Credit Union objectives. The ideal candidate will exhibit a high standard of ethics, sound judgment, and common sense, while recognizing the significance of adhering to credit union policies and procedures. A fast-paced work environment is expected, and a passion for delivering quality customer service is essential.

Qualifications

  • Assist Members with all aspects of their financial needs (inquiries, transaction requests, disputes) while guiding them in selecting suitable products and services.
  • Demonstrate strong verbal and written communication skills to clarify Credit Union policies and resolve Member issues professionally.
  • Ability to escalate matters to the Branch Leadership Team when necessary, while providing excellent service during all Member interactions.
  • Meet established performance goals as indicated by the Employee Scorecard.
  • Actively participate in Branch and MCR Meetings.
  • Maintain current knowledge of compliance regulations related to loans, new accounts, and operations.
  • Dependability is crucial; predictable attendance and adherence to LBS attendance standards are required.
  • Thrive in a fast-paced team environment.
  • Prior experience in providing product recommendations and referrals.
  • Capable of managing multiple priorities simultaneously with a calm and friendly demeanor.
  • Exhibit attention to detail.
  • Consistently present a professional demeanor and attire.
  • Quickly learn new systems, policies, and processes.
  • Previous experience in cash handling and balancing a cash drawer is required.
  • A high school diploma or equivalent is necessary.
  • A minimum of one year of platform sales and loan experience within a financial institution is required.
  • Effective verbal and written communication skills, sales abilities, and proficiency in Microsoft Word, Excel, and Outlook are essential.

Benefits & Rewards

LBS Financial offers a comprehensive benefits package for our full-time employees:

  • Medical, Dental, and Vision coverage
  • Paid Holidays and Accrued Time Off: Vacation and Sick Leave
  • Fully funded Pension Plan
  • Voluntary 401(k) and Roth(k) options
  • Insurance: Life, Accidental Death & Dismemberment (AD&D), and Long-Term Disability (LTD)
  • Travel Assistance
  • Rewards and Recognition Program
  • Educational Reimbursement
  • Paid Volunteer hours
  • Loan discounts and complimentary branch services
  • SmartDollar Financial Wellness benefit
  • Discounts on entertainment: movie tickets, travel, car rentals, and more
  • A variety of additional voluntary benefits

Compensation Range

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

$25.61

Actual compensation will be determined based on the candidate's qualifications, including knowledge, skills, education, experience, internal equity considerations, and other job-related factors permitted by law.

Note: As part of our screening process, LBS Financial conducts background investigations on candidates who are extended an offer and who consent to this process. This investigation includes a credit report, criminal records search, Social Security search, governmental registries search, and verification of employment and education. Additionally, candidates must be eligible to be bonded through a fidelity bond to cover employee loss and risk.

LBS Financial employees must be eligible to be bonded through a fidelity bond to cover employee loss and risk.

For more information about our Credit Union and to apply for this opportunity, please visit our website. EOE


Full-time 40 hours/week

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