Member Experience Professional II - Digital

Love What You Do. We are a mission driven credit union that strengthens the financial well being of our members, and our work begins with our people. Sponsored by The Walt Disney Company, we carry forward a legacy of service, creativity, and community. We offer a comprehensive Total Rewards package, meaningful development opportunities, and an inclusive culture where every employee contributes, grows, and thrives.

Your work creates real impact, and you have the support to build a career you truly love.

This position has an emphasis on demonstrating sales acumen and identifying member needs while finding solutions as a representative for Partners Federal Credit Union. This is achieved through interactions and development of long‑term profitable relationships with our member. The Team Digital Member Experience Professional II will determine member's financial needs and present and offer the best financial solution in a digital work environment.

Works within the sales and support teams for the achievement of Member satisfaction, revenue generation, and long‑term account goals in line with company core values and winning behaviors. In addition, the Member Experience Professional II is responsible for interaction with members by telephone and electronic correspondence providing friendly, efficient, quality service and accurate information. Follows all Credit Union policies and procedures.

• Build a “Book of Members”, ensuring periodic contact to deepen the membership with
• Input data quickly and efficiently. Research and obtain further information for incomplete documents.
• Ensure all new member data is entered accurately. Correct errors as needed. Comply with data integrity and security policies.
• Follow all confidentiality procedures to protect member and credit union information.
• Update and add notes regarding call and member to all Synapsys events.
• Take inbound calls and emails (account assistance/maintenance, submitting events, family referrals, new memberships).
• Understands and complies with all policies, procedures, standards and guidance relevant to assigned job responsibilities.
• Protects and maintains confidentiality with all members financial data when handling customer requests and transactions.
• Compile, verify accuracy and sort information to prepare source data for computer entry.
• Able to present recommendations focused on benefits to member, and function of product or service.

• Able to uncover and determine member financial needs.
• Attend department and other meetings as needed.
• Balances workload to handle new members and follow‑up for existing members.
• Provide additional administrative support as needed.
• All other duties as assigned by the Manager.

Strong listening, verbal, written and telephone etiquette business communication skills, with the ability to communicate and follow up on products, policies, or technical issues over the phone.

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

Minimum Years of Relevant Work Experience Required to Perform Job Upon Hire: 2 to 5 years

Specific Experience

Required:

Some sales experience required

Abilities and Behaviors: Strong listening, verbal, written and telephone etiquette business communication skills, with the ability to communicate and follow up on products, policies, or technical issues over the phone.

Shift Work: Monday – Saturday, Day and Early Evening Shifts

Front‑line digital bank branch service reps operate with moderate supervision, making decisions within set guidelines. They resolve customer inquiries, process transactions, and escalate complex issues. While higher management holds ultimate authority, reps play a crucial role in ensuring customer satisfaction and branch efficiency, exercising sound judgment and adhering to standards.

This role interacts primarily with our members by telephone, electronic correspondence, and/or in person.

• Move self in different positions to accomplish tasks in various environments including tight and confined spaces.
• Remain in a…