Sr. Member Service Officer

3 weeks ago

Burbank, United States First Entertainment Credit Union Full time

First Entertainment Credit Union is looking for an experienced Sr. Member Service Officer responsible for delivering an excellent member service experience to its current and potential members. In addition to displaying effective communication skills and exhibit a good knowledge of the products and services offered by First Entertainment, this person will contribute to the Credit Union's key results by displaying personal accountability through impacting expense control, positively affecting profitability, influencing business growth, and exceeding member satisfaction expectations.

This role is responsible for building member relationships through individual efforts by educating and advising members about First Entertainment products and services. Additionally, a variety of direct member contact functions are performed to effectively meet the needs of members, including but not limited to paying and receiving functions, performing advanced account maintenance services, recommending and selling the Credit Union's products and services while ensuring to maintain confidentiality and security of member information.

This position is a full-time position and will report to the Director, Specialty Sales and is based in Warner Bros, CA. The minimum and maximum annualized hourly base range for this position is $23.96 to $34.94 in California. The target starting hourly rate is between $23.96 and $29.95.

Responsibilities

•Assist members with their financial needs by identifying opportunities and needs to effectively offer products, services or referrals.

•Actively promote marketing campaigns and promotions by educating members of their benefits and value and making recommendations based on the members' financial needs.

•Engage in follow-up communication with members regarding their requests, including outbound phone calls.

•Assist and troubleshoot account matters, such as account fraud, account errors, and card issues and compromises.

•Accurately present information and perform tasks associated with memberships, accounts, and ancillary services offered by the Credit Union.

•Accepts consumer loan applications, follows up with members on documentation, and close in-person consumer loans.

•Meet minimum sales production goals as provided by branch leadership.

•Accurately maintain control and responsibility for monetary transactions, cash drawer and specified limits; balancing and securing drawer on a daily basis.

•Accurately present account information and perform tasks associated with the member account information.

•Educate and promote remote delivery channels to members to increase alternative channel usage.

•Be able to professionally and confidently discuss loan denials and counteroffers with members and provide alternative solutions.

•Serve in a dual control capacity for operational tasks to ensure adequate controls are maintained where appropriate, such as card issuance systems, branch opening, branch closing, cash counts, cash and negotiable instrument controls.

•Promptly and accurately complete required reports and records, such as timesheet recordings, branch balancing reports, branch logs, and manual report tracking.

•Perform cold sales calls to generate new deposits and loans and sales calls to existing members to cross-sell Credit Union products and services to deepen current relationships.

•Assist management with daily routines and operational requirements and other duties as assigned.

At First Entertainment, your role and every role are essential to our Mission [We build lifelong financial relationships with the people in entertainment based on a deep understanding of how they live and work], Core Values [ Members First + Ownership + Integrity + Innovation + Inclusivity + One Team], and we expect you to uphold them.

Requirements

•High school graduate or equivalent. Work-related experience or related college degree preferred.

•A minimum of three (3) or more years of applicable experience as a Member Service Representative/New Accounts at a full-service financial institution, experience in a comparable position, or proven success in a customer service-oriented position.

•Proven success at exceeding goals or cross-sell expectations. Cash handling experience required.

•Excellent customer service, problem-solving, conflict resolution, and sales skills.

•Stellar communication skills both verbally and written.

•Thorough knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.

•Possess thorough knowledge of regulations applicable to essential responsibilities.

•Ability to pay close attention to detail and multitask while ensuring accuracy and completeness of work output.

•Knowledge of how to use a personal computer and MS Office products on a daily basis (Word, Excel, Outlook), and Symitar for Windows (Epysis).

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