Member Experience Specialist - La Mesa, CA

Member Experience Specialist - La Mesa, CA

US-CA-La Mesa

Job ID : 2025-1739

Type : Regular Full-Time

# of Openings : 1

Category : Retail (Branches)

La Mesa Branch

Overview

Responsible for the daily oversight of the branch operations under the general leadership of Branch Management. Responsible for daily coordination and administration of credit union operations and supports sales efforts while helping to create an unbeatable service experience. Performs a wide variety of complex duties related to the handling of member transactions.

Under the direction of the designated manager is responsible for establishing and maintaining member relationships in order to meet the members financial needs, provide extra-ordinary service, and create loyal members while meeting Branch and Corporate objectives. Responsible for originating and funding consumer loans (Credit Cards, Auto Loans, Other Consumer Loans, Home Equity Loans and Lines and Mortgage Referrals) to meet consumer loan sales objectives.

Responsibilities

Identifies, acquires and grows new and existing consumer relationships, including deposit and loan portfolio.

Utilizes the Deep Dive to meet each members perceived and unperceived financial needs.

Initiates and participates in relationship building events including proactive activities such as visiting members on-site and attending community events.

Initiates proactive service calls to members, including internal lists.

Establishes new memberships, checking, savings accounts, term investments, IRAs, insurance products, consumer loans and other products and services, such as Online Banking, etc.

Performs appropriate on-boarding activities for all new and existing members, possibly including follow-up calls.

Performs a variety of file maintenance duties, including but not limited to : adding owners / signers, updating personal information, adding additional products, decedent accounts, trust certifications, and POAs as requested by members.

Coordinates the application process between the member, third parties and internal loan operations group, ensuring extra-ordinary service for the member.

Cross-sells all products and services to meet member needs and achieve strategic objectives, cross-sell ratios, and member retention goals.

Initiates referrals and identifies opportunities for new referral relationships and new members.

Supports daily sales efforts of service center staff and facilitates referrals of credit union products and services, including assisting teammates in sales development.

Maintains the required knowledge of products, services, policies and procedures, laws and regulations and other compliance requirements that pertain to the deposit and lending functions.

Assists team members to ensure continuity of service and achievement of individual, team and organizational business goals.

Utilizes skills from Service Standard and other programs as directed by management.

Protects the credit union member assets by identifying all members when transacting business and giving information, adhering to security and privacy practices.

Is member focused and models the following attributes : leadership, service excellence, cultural attributes, commitments, and aligns responsibilities with the companys core strategy, strategic objectives, brand promise, vision and value proposition.

In accordance with approved credit union objectives and guidelines, is specifically responsible for meeting performance metrics, including branch growth and profitability projections and operations.

Maintains operations procedures ensuring compliance with approved credit union policies and procedures, therein delivering a high level of member service and operational quality in the credit union.

Ensures compliance of credit union employees with established security, operations, regulatory compliance, audit, and recordkeeping policies, procedures and practices.

Responsible for and participates as necessary in branch audit functions, and prepares reports as needed, including but not limited to various branch certifications, fraud control, reconciliations, negotiable control, and monthly / quarterly audits.

Works closely with teammates to ensure that operational standards are met, and that operational issues are escalated and resolved in timely manner.

Mentors branch staff, and provides hands on training and development to ensure new and existing staff have the requisite knowledge and skills. Provides coaching to aid with increasing understanding and ensure consistent application of policies and procedures.

At the direction of the Retail Network Management, reviews records and reports to insure completeness, accuracy, and timeliness.

Offers guidance and instructs branch operations staff in their daily functions, including assisting with scheduling, assigning work, coordinating activities, answering questions, solving problems, helping with complex transactions and explaining policies and procedures to tellers and members.

Responsible for credit union operations, including opening, closing, and / or operating the branch on an occasional basis, in absence of on-site management.

Approves transactions and authorizes fee reversals in accordance with established authority levels.

Operates a cash drawer when needed, and processes cash and check deposits, withdrawal requests, loan payments, and general ledger transactions in accordance to credit union policies and procedures.

Protects the credit union member assets by identifying all members when transacting business and giving information, adhering to security practices.

Solves member inquiries and / or complaints.

Establishes new memberships, including checking and savings accounts, term accounts, IRAs, online banking, insurance products and loans.

Provides an unbeatable service experience and adheres to the credit unions quality service standards, including solving member issues and complaints, and assisting tellers in mediating member situations.

Remains up-to-date and knowledgeable on credit union products, services, and related policies, procedures, rules and regulations.

SUPERVISORY RESPONSIBILITIES

Coordinates work for others and may provide direction in absence of Branch Management. Provides support with interviewing, coaching and training employees; planning, assigning, and directing work.

Position will require some supervisory responsibilities with prior approval from AVP, Branch Experience in the absence of a manager. This includes opening / closing procedures as well as override authority within assigned limits.

Qualifications

EDUCATION and / or EXPERIENCE

High school diploma or general education degree (GED); and two years in a financial instutuion required. Minimum of six months related experience such as b ranch opening / closing, c oordination of work (in absence of management) & experience handling member escalations is required. Supervisory experience in a financial institution / credit union, a plus. Must have sales experience and / or training.

To perform this job, the employee must possess strong interpersonal skills, good phone and e-mail etiquette, a professional presentation, and a high degree of personal initiative. Must be able to work branch operational hours to include weekends, and to work occasional nights or weekends.

TECHNOLOGY PROFICIENCY

To perform this job, the employee must possess applicable technology skills and demonstrated expertise. Ability to use loan origination systems, contact management software, and other Microsoft Office application products, as well as the ability to learn new applications quickly. Requires general knowledge of computer network and database use.

BluPeak Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Employment may be contingent upon BluPeak Credit Unions receipt of an acceptable and job-related background check, drug screen and credit check, as applicable and permissible by law. BluPeak Credit Union is committed to working and providing reasonable accommodation to applicants with physical, mental disabilities and sincerely held religious beliefs. For more information, contact Human Resources.

PM17

Compensation details : 24-29 Hourly Wage

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