Sr. Member Service Officer

First Entertainment Credit Union is looking for a Sr. Member Service Officer responsible for delivering an excellent member service experience to its current and potential members. The Sr. Member Service Officer is responsible for building member relationships through individual efforts by educating and advising members about First Entertainment products and services.

The ideal candidate 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. Additionally, the Sr. Member Service Officer will perform a variety of direct member contact functions 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 onsite opportunity and will report to the Sr. Branch Manager. The role will primarily be based in our Culver City location but may need to provide floating coverage as requested. The target starting hourly rate is between $26 and $32 in California.

·       Is responsible for building member relationships which meet the expectations of members and defined corporate standards for excellent member service and work performance.

·       Assist members with their financial needs by identifying opportunities and needs to effectively offer products, services or referrals, such as Money Markets, Certificates, and club accounts. Can include more complex accounts such as Trust, Coogan, HSA, IRA, Business, insurance, investments, and real estate products.

·       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.

·       Engage in assisting and troubleshooting 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.

·       Accept consumer loan applications, follow-up with members on documentation and close in-person consumer loans. 

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

·       Serve in a dual control capacity for operational tasks to ensure adequate controls are maintained where appropriate while assisting management with daily routines, operational requirements, and other assigned duties.

·       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.

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

·       A minimum of three (3) 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, organization, 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.

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