Member Service Officer

Part of it is our not-for-profit, cooperative structure. Financial Partners Credit Union is owned by our members, not Wall Street, so we’re committed to doing what’s best for you, rather than the bottom line. At the same time, we truly believe that focusing on service and member satisfaction is the right thing to do. Our members aren’t just figures on a balance sheet—
our mission is to build lifetime financial partnerships. Since our humble beginnings, we’re over $2.2 billion in assets, with 93,000 members, and branches across California, from South San Francisco to San Diego. But one thing hasn’t changed since eight aviation workers pooled $900 in 1937 to launch Financial Partners:
our focus on saving money, making money, and saving time for our members.

The Member Service Officer plays a pivotal role in fostering positive relationships between the organization and its members by delivering exceptional customer service and branch support. This position is responsible for addressing member inquiries, resolving issues efficiently, and ensuring a seamless experience that promotes member satisfaction and loyalty. The role requires a thorough understanding of the organization's products, services, and policies to provide accurate information and guidance.

The Member Service Officer will collaborate with various departments to facilitate member requests and contribute to continuous improvement initiatives. Ultimately, this position aims to enhance member engagement and support the organization's mission through attentive and professional service.

• High school diploma or equivalent.
• Proven experience in customer service or member relations, preferably in a financial or service-oriented environment.
• Strong communication skills, both verbal and written.
• Basic computer proficiency, including experience with customer relationship management (CRM) software.
• Ability to handle sensitive information with confidentiality and professionalism.

• Associate’s or Bachelor’s degree in Business, Communications, Finance, or a related field.
• Experience working in a credit union, bank, or similar member-focused organization.
• Familiarity with financial products and services.
• Bilingual abilities to support diverse member populations.
• Proficiency with advanced CRM tools and Microsoft Office Suite.

• Respond promptly and professionally to member inquiries via phone, email, and in-person interactions.
• Assist members with account management, including processing applications, updates, and transactions.
• Identify and resolve member concerns or complaints by coordinating with relevant departments.
• Maintain accurate and detailed records of member interactions and transactions in the database.
• Provide members with information about products, services, policies, and procedures to support informed decision-making.
• Support outreach efforts to educate members about new offerings and benefits.
• Collaborate with team members to improve service delivery and member satisfaction.
• Adhere to compliance and regulatory requirements in all member interactions.

The Member Service Officer utilizes strong communication skills daily to clearly and empathetically interact with members at our San Diego VA branch location, ensuring their needs are understood and addressed. Problem-solving skills are essential for resolving member issues efficiently and maintaining satisfaction. Attention to detail is critical when managing member accounts and documenting interactions to ensure accuracy and compliance. Technical skills, including proficiency with CRM software and other digital tools, enable the officer to manage member information and streamline service processes effectively.

Additionally, interpersonal skills foster collaboration with colleagues and contribute to a positive work environment focused on continuous improvement.