Financial Member Experience Professional II - Branch

Partners Federal Credit Union — Where careers thrive, work-life balance matters, and our mission profoundly impacts our Members. 

For 65 years, Partners Federal Credit Union has delivered The Partners Difference to more than 175,000 members, providing the highest levels of service, value, access, and convenience.

At Partners, our people are the heart of everything we do. We attract, develop, and empower exceptional talent—individuals who are inspired by our Members’ financial dreams and committed to meaningful work.

Whether you’re offering products that change lives, creating member experiences that bring joy, or driving innovation that pushes us forward, we want every individual at Partners to feel connected to their work in a meaningful way.

Here, you’ll find more than just a job. You’ll discover a culture where you can grow your career, find balance, and make a difference.  And as the credit union for The Walt Disney Company, our exclusive connection ensures best-in-class benefits and perks—because we believe that when people feel supported, they thrive.

Join us—and experience what it means to truly love what you do.

The Member Experience Professional II is a key role dedicated to delivering exceptional financial services and support to our credit union members. This position involves identifying and cultivating a network of member contacts through various channels to create financial opportunities and drive sales. Responsibilities include conducting outbound calls as part of the Partner’s Sales and Service Member program, processing a wide range of financial transactions, and proactively identifying changes in members' banking needs to recommend relevant financial solutions. The Member Experience Professional II will also promote the credit union's objectives by cross-selling products and services, process consumer loans, and mentor other team members. With expert-level product knowledge, this role educates members on financial responsibility and manages new memberships and account services. Ensuring compliance with quality control standards, assisting with branch operations, and providing notary services and medallion signature guarantees are also essential duties. This position requires a high degree of flexibility and the ability to anticipate and address potential issues effectively.

Essential Responsibilities:

• Identify and build a network of member contacts through qualified leads, referrals, telephone canvassing, and face-to-face interaction to create financial opportunities.
• Conduct outbound calling as part of the Partners Sales and Service program to enhance member service and drive sales.
• Process a wide range of financial transactions including deposits, withdrawals, transfers, payments, and check cashing for credit union members.
• Proactively identify changes in members' life events and banking needs to recommend relevant services and financial solutions.
• Promote the credit union's objectives and promotions through advisory skills and cross-selling additional products and services to deepen member relationships and enhance profitability.
• Process consumer loans, ensure loan documentation quality, and mentor other Member Experience Professionals in best practices.
• Use expert-level product knowledge to communicate features and benefits of credit union products and services, educating members on financial responsibility.
• Process new memberships, open accounts, and handle service requests such as additional share accounts, savings services, checking, money market, and certificates.
• Ensure all membership documents meet quality control standards, including CIP, OFAC, ChexSystems, etc.
• Assist Member Experience Manager with the Internal Verification Program, complete departmental projects and reports, maintain flexibility to support branch needs, and perform notary services and medallion signature guarantees.

Additional Responsibilities:

• Support various branch operations and administrative functions as needed.
• Maintain knowledge of evolving procedures, regulations, and credit union products and services.

KNOWLEDGE & SKILLS

Minimum Education Required to Perform Job:
High School Diploma or GED (Required)

Minimum Years of Relevant Work Experience Required to Perform Job Upon Hire:
3 to 5 years

Specific Experience Required:

• Two years of experience in the financial industry and credit unions required.
• Two years of teller cash handling and experience using cash dispense machines required.
• Experience in sales preferred.
• Previous supervisory experience preferred.

Certifications or Licenses Required:
• FL/CA Notary (based on location) – Required
• NMLS Certification – Required
• Medallion Signature Guarantee Certification – Preferred

Other Training, Technical Skills, or Knowledge Required:
• Proficiency in Microsoft Outlook and related applications – Required
• Experience using Episys – Preferred
• Experience using Springboard – Preferred
• Experience using Verafin – Preferred

Other Measurable Abilities Required:

• Excellent member service and conflict resolution skills
• Effective sales skills
• Strong problem-solving and decision-making skills
• Clear and open communication skills
• Flexible; easily adapts to change
• Strong time-management skills & ability to multi-task
• Organized; good time manager
• Responsible; takes initiative and works independently
• Strong teamwork skills

Shift Work:
Shift work including weekends; consists of hours outside of an 8 - 5 schedule to cover the hours of operation.

SCOPE OF JOB

Discretion/Latitude:
High degree of flexibility and independent decision-making required to address member needs and operational demands.

Supervisory Scope:

• Mentors other Member Experience Professionals.

Physical Demands & Environmental/Working Conditions:
This position requires the ability to:

• Work in a professional office environment.
• Sit or stand for extended periods.
• Use a computer and telephone extensively.
• Lift and carry up to 25 pounds as needed.

Disclaimer
The information contained in this job description has been designed to indicate the general nature and level of work performed by cast members within this role. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of cast members assigned to this job.

The hiring range for this position in California is $20.04 to $30.06 per hour. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.