Sr Member Experience Professional - Contact Center

Partners Federal Credit Union — Where careers thrive, work-life balance matters, and our mission profoundly impacts our Members.

For 65 years, Partners Federal Credit Union has delivered The Partners Difference to more than 175,000 members, providing the highest levels of service, value, access, and convenience.

At Partners, our people are the heart of everything we do. We attract, develop, and empower exceptional talent—individuals who are inspired by our Members’ financial dreams and committed to meaningful work.

Whether you’re offering products that change lives, creating member experiences that bring joy, or driving innovation that pushes us forward, we want every individual at Partners to feel connected to their work in a meaningful way.

Here, you’ll find more than just a job. You’ll discover a culture where you can grow your career, find balance, and make a difference. And as the credit union for The Walt Disney Company, our exclusive connection ensures best-in-class benefits and perks—because we believe that when people feel supported, they thrive.

Join us—and experience what it means to truly love what you do.

The Contact Center Sr Member Experience Professional is a multi-channel representative for Partners Federal Credit Union whose main responsibility is to interact and develop long term profitable relationships with our members by determining their financial needs and presenting and offering the best financial solution. Moreover, it necessitates a detail-oriented approach, coupled with strong organizational, problem-solving, and time management skills, ensuring accuracy and efficiency in managing multiple assignments and reporting requests.

Excellent communication skills, encompassing listening, verbal, written, and telephone etiquette, are essential for addressing outstanding issues and technical queries across various channels effectively. Providing exceptional service to both internal Cast and external members, while soliciting feedback for service improvement, highlights the commitment to quality service delivery. The ability to maintain composure in challenging situations and effectively provide information, advice, and solutions to Cast and members fosters trust and respect at all levels.

It is an expectation to work independently while fostering communication and coordination with colleagues and departments, demonstrating adaptability and teamwork. Acquiring a comprehensive understanding of relevant principles, procedures, regulations, and Credit Union policies further enhances job performance. Quick decision-making under time constraints and flexibility in a fast-paced environment are critical attributes. Upholding unquestionable integrity in handling sensitive information underscores professionalism and trustworthiness.

Additional responsibilities such as escalations, monitoring, audits, training, and serving as a team lead contribute to a well-rounded approach to the role.

Essential Responsibilities:

• Escalations: Responds to and manages escalated customer issues or concerns, ensuring resolution and customer satisfaction while adhering to established protocols and procedures.
• Monitors: Oversees and tracks service metrics and performance indicators to identify areas for improvement and ensure compliance with regulatory requirements and organizational standards.
• Audits: Conducts regular reviews and audits of member transactions, accounts, and procedures to detect and prevent fraud, errors, or compliance breaches, maintaining the integrity of financial operations.
• Training: Provides guidance, support, and training to team members on policies, procedures, and customer service best practices to enhance skills, knowledge, and performance, fostering a culture of continuous learning and development.
• Demonstrated sales and business development skills with the ability to identify customer needs and cross-sell the Bank’s products and services with confidence.
• Detail oriented with strong organizational, problem-solving, data review, processing, time management skills, and a strong focus on accuracy; with the ability to manage multiple assignments, and reporting requests ensuring that priorities are set and commitments and deadlines are met.
• Excellent listening, verbal, written and telephone etiquette business communication skills, with the ability to communicate outstanding/follow up or technical issues over the phone, in person and via email.
• Provides an exceptional level of quality service for internal and external customers, and responds to customers' needs, questions and concerns in an accurate, effective, and timely manner to solicit feedback to improve service.
• Ability to serve as team lead, including providing feedback, coaching others, and training.
• Ability to work independently while understanding the necessity for communicating and coordinating work efforts with other employees and departments.

Additional Responsibilities:

• Ability to gain working knowledge and understanding of principles, procedures, requirements, regulations, and policies related to assigned area, as well as the Bank’s policies, procedures, products, and services.
• Demonstrated ability to quickly focus on key issues and make decisions under pressure of time constraints.
• Flexible with and accepting of change in a fast-paced environment.
• 3 call monitors per month
• All other duties as assigned

KNOWLEDGE & SKILLS
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:
2+ years of successful sales experience with increasing responsibility

Other Training, Technical Skills, or Knowledge Required:
Knowledge of the following systems: Symitar, Xperience, Springboard, Master site, Liberty/Harland Clark, ChexSystem, Visa Online, Device Manager, Check 21 (Image Center), SWBC (Pay by Phone), Zelle CST, Help Desk Portal (JIRA), Akcelerant, Card Wizard, Customer 360, Total Member Care (TMC)

Other Measurable Abilities Required:

• Unquestionable integrity in handling sensitive and confidential information required.
• Ability to maintain and manage personal composure when confronted with a difficult situation and/or customer, with the ability to provide clients with information, data, advice and solutions, as well as gain their trust and respect with all levels of staff and management.

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

SCOPE OF JOB

Discretion/Latitude:
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.

Typical Interactions:

• This role interacts primarily with our members by telephone, electronic correspondence, and/or in person.
• This role will also require positive interactions with other internal teams, coordinated efforts with peers and other departments.
• This role also involves some interaction with others internally as a coach or to provide feedback.

Physical Demands & Environmental/Working Conditions:
This position is performed primarily in a traditional office or bank/credit union setting, with no expected adverse environmental conditions. This position requires the ability to:

• move self in different positions to accomplish tasks in various environments including tight and confined spaces
• remain in a stationary position, often standing or sitting for prolonged periods
• adjust or move objects up to 15 pounds in all directions
• perform repeat motions that may include the wrists, hands, and/or fingers
• use primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
• verbally communicate to convey detailed or important instructions or ideas accurately, loudly, or quickly
• hear average or normal conversations and receive ordinary information
• prepare or inspect documents or products, assess the accuracy, neatness, and thoroughness of assigned work, or operate office machinery through average, ordinary, visual acuity

Disclaimer
The information contained in this job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or to 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 Florida is $22.23 to $ 33.35 per hour. 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. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.