Member Experience Advisor

Job ID 10108095 Location Burbank, California, United States Business Partners Federal Credit Union Date posted Dec. 19, 2024

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Job Summary:

This position is the main point of contact for a select group of Partner's affluent members, as well as other selected members from the branch and geography they cover. They are considered a key front-line leader for Partners Federal Credit Union whose main responsibility is to interact and develop long term profitable relationships with these Members by determining their financial needs and presenting and offering the best financial solution. The incumbent actively promotes and cross-sells Partners’ products and services during these transactions.

The Member Experience Advisor serves as a leader to all levels of Member Experience Professionals, answering questions and resolving more complex member requests, and assists the Branch Manager and Member Experience Manager as needed. The incumbent is professional, mature in nature, very organized and knowledgeable while displaying a welcoming and positive demeanor with members and co-workers, and maintaining professional and ethical service standards set by Partners. Affluent Member focus while keeping Partners’ leadership competencies and core values centric to how you conduct business.

The Member Experience Advisor needs to be versed in all Member Experience Professional positions to maintain capability to lead and inspect lower-level Branch positions. Securities/FINRA licensing required. While reporting directly to the Branch Manager, this role also collaborates closely with and is accountable to the VP of Retail Growth to support strategic initiatives and ensure alignment with retail growth objectives.

Essential Responsibilities:

Comprehensive Relationship Management

Serve as the primary contact for affluent and select members, managing their complete banking and investment relationships using a proactive, consultative approach to retain, grow balances, and deepen relationships.

Advice-Based Banking

Manage member relationships through an advice-based approach, ensuring members receive the best financial and investment products and services tailored to their needs, including multi-generational.

Proactive Financial Needs Assessment

Identify changes in members’ life events and banking needs to recommend relevant financial solutions, helping members achieve financial success.

Product and Service Expertise

Stay knowledgeable about current financial products, rates, and trends, including retirement products, CDs, money markets, and treasury ladders, to educate and guide members effectively.

Transactional Support

Process a wide range of financial transactions, including deposits, withdrawals, payments, and check cashing, while ensuring all transactions meet quality control standards.

Mentorship and Leadership

Mentor all levels of branch Member Experience Professionals passing on skills, knowledge, and information to enhance their performance and success.

Operational Support and Decision-Making

Provide backup and support to the Member Experience Manager and Branch Manager in scheduling, overrides, interest rate exceptions, loan queue management, and sales coaching.
Collaborate with the VP of Retail Growth to implement initiatives that drive retail success.

Cross-Selling and Financial Growth

Promote the credit union’s objectives by cross-selling additional products and services, contributing to loan growth and increased assets at the branch.
Provide regular updates to the VP of Retail Growth on performance metrics related to retail growth objectives.

Regulatory Compliance and Documentation

Ensure all membership documents and loan documentation meet quality control standards and comply with policies, including CIP, OFAC, and Chexsystems.

Member Education and Technology Adoption

Educate members on credit union technology and digital solutions, such as mobile and online services, to enhance convenience and financial literacy.

Knowledge & Skills

Education Level:

High School or GED (required)

Years of Relevant Work Experience:

3 to 5 years (1 year minimum for Member Experience Professional)

Language Skills:

Spanish (preferred)

Haitian Creole (preferred)

Certifications, Licenses, Registrations, etc.:

NMLS Certification – Required

CUNA – Required

FL/CA Notary – Required

Medallion Signature Guarantee Certification – Required

State Insurance License – Required

FINRA 63 – Required

FINRA 7- Required

Other Training, Technical Skills or Knowledge:

Ability to use a personal computer and related software applications including Microsoft Outlook. – Required

Bachelor’s Degree – Preferred

Experience in Episys – Preferred

Experience using Springboard – Preferred

Experience using Verafin – Preferred

Abilities and Behaviors:

3+ years’ experience building and maintaining effective relationships with customers and Partners
3+ years of customer service experience
3+ years branch banking experience
Excellent member service and conflict resolution skills
Effective sales skills
Strong problem-solving skills
Clear and open communication skills
Flexible; easily adapts to change
Strong time-management, organizational skills & ability to multi-task
Responsible; takes initiative and works independently
Strong teamwork skills
Excellent verbal, written and interpersonal skills
Highly motivated, ability to successfully achieve objectives

Scope of the Job

Performance Standards:

New Memberships: 5-8/Mo
Member Satisfaction Evaluation
Cash balancing standards
Quality Reviews – Loan / Memberships
Loan Originations: (12-17 funded applications/Mo, $300,000-$425,000/Mo)
8-12 Insurance Units/Mo, consisting of the following three:
PLP Units/ 35% Penetration
GAP/Units / 50% Penetration
MBI Units / 10% Penetration
5-7 Qualified Referrals/Mo consisting of the following three:
Wealth Management Referrals
Auto Advisor / Autoland Referrals
Home Mortgage Referrals
Investment Product Sales: 2 new accounts/Mo

Discretion / Latitude:

This role requires a moderate level of supervision. Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.

Interactions:

This role interacts with a combination of walk-in Members and outbound phone calls. There is a high level of interactions with all PFCU departments.

Business / Work Environment:

Shift work including weekends and home visits consists of hours outside of an 8 - 5 schedule to cover the hours of operation.
Able / flexible to work evenings and Saturday at the convenience of the member.
Able / flexible to visit the member at their place of work or home

Challenges:

Sitting for a prolonged period of time and repetitive tasks. May perform different work functions within a normal workday.

Training Requirements:

Basic Compliance Training Requirements

Basic NEO Training Requirements

Core System Training

Lending and New Account Platform Training

Cards Training (Springboard & Card Wizard)

PLP Training

Unity Training

Basic Underwriting Training focusing on quality loan application interviewing process & submission

Physical Demands & Environmental / Working Conditions:

Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together. Verbal communication where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. Ability to hear average or normal conversations and receive ordinary information. Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery. Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The hiring range for this position in California is $66,560 to $79,500 annually. 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. Select benefits may be provided as part of the compensation package, such as medical, financial, and/or other benefits. To learn more about our benefits visit: https://jobs.disneycareers.com/benefits

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About Partners Federal Credit Union:

For more than 50 years, Partners Federal Credit Union has delivered The Partners Difference to our more than 175,000 members, with the highest levels of service, value, access and convenience. Plus, a full array of financial products you’ll find at the biggest banks, including savings, checking, loans, wealth management and the latest in innovative account access. And always with an exclusive connection to The Walt Disney Company that ensures a level of quality unsurpassed in banking. Named one of the 2019 “Best Credit Unions to Work For” by Credit Union Journal, Partners is truly Cast Members serving Cast Members, creating a genuine bond and commitment to service that no other financial institution can match. Join and discover that at Partners, we honor membership for life — because members can confidently rely on us at every stage of it. And because of our connection to The Walt Disney Company, every person who works for Partners is also a Disney Cast Member/employee.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Disney Enterprises, Inc., which is part of a business we call Partners Federal Credit Union.

Disney Enterprises, Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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Explore this Location Burbank, CA

Billed as the "Media Capital of the World," Burbank boasts more than 1,000 media and entertainment companies, including the main headquarters for The Walt Disney Company.