Member Care Representative III

ADP, Inc.; Lakewood (CA); On-site; USD 31,000 - 37,000; Full time

Benefits offered by this job

Medical, Dental & Vision 100% employee

12 Paid Holidays

3 weeks PTO

401(k) and Roth 401(k)

Insurance: Life, AD&D, LTD

Educational reimbursement

Loan discounts and free branch service

Discount entertainment privileges

Wellness benefits start after 30 days

Job summary

LBS Financial is seeking a Member Care Representative III in Lakewood, CA to deliver an outstanding member experience by providing personalized service, guiding members through products and services, and handling transactions with accuracy on the platform side.

The role supports vault, operations and concierge duties, processes LBS account transactions as needed, and requires a high school diploma and at least one year of platform sales and loan experience within a financial institution.

Qualifications

• Educate Members on banking products and services.
• Explain policies and resolve member concerns professionally.
• Maintain knowledge of compliance related to loans, new accounts and operations.
• Prior experience with cash handling and balancing a cash drawer.
• Proficient in Word, Excel and Outlook applications.

Responsibilities

• Educate Members on a variety of products and services the credit union offers.
• Process new memberships, fiduciary accounts, IRA accounts, loan and account services.
• Assist Members with fraud, dispute claims and IRA requests.
• Support vault, operations and concierge responsibilities.
• Process LBS account transactions for Members at Teller line as needed.

Skills

Oral and written communication

Cash handling

Sales experience

Teamwork

Ethics and judgment

Fast-paced environment tolerance

Education

High school diploma or equivalent

Tools

Microsoft Word

Excel

Outlook

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Member Care Representative III

205 Member Services Regular Full-Time Lakewood, Lakewood, CA, US

Salary Range: $22.71 To $26.68 Annually

Do you have experience providing exceptional service at a credit union or bank, while handling transactions on the platform side, including new accounts?

We’d like to welcome a Member Care Representative III responsible for delivering an excellent Member experience to current and potential Members. They provide a high level of personal service by consistently delivering an extraordinary experience through our signature service, FACES (Friendly, Accurate, Courteous = Excellent Service).

The designation of the title Member Care Representative III has been established for an Employee who is knowledgeable at the MCR 1 and 2 levels and is proficient in the practice and processes of new memberships, fiduciary accounts, IRA accounts, loan & account services as requested by Members. This Employee is also able to assist Members with the completion of fraud, dispute claims and IRA requests. This position also supports vault, operations and concierge responsibilities. This position will also have exposure to understanding Loan Product Knowledge.

This role will also be called upon to process LBS account transactions for Members waiting for service at the Teller line as needed.

REQUIREMENTS & RESPONSIBILITIES

The Member Care Representative III (MCR) is responsible for educating our Members on a variety of products and services the credit union offers. In addition to this, the MCR III will perform the following essential job functions as described within the MCR III Job Functions and Responsibilities.

You will be working with Members and your teammates to meet and exceed individual and Credit Union goals. The suitable candidate has a high level of ethics, good judgement, and common sense, while understanding the importance of following credit union policies and procedures. You must enjoy a fast-paced work environment and thrive on delivering quality customer service!

QUALIFICATIONS

• Provides assistance to Members in all areas relating to their financial needs (questions, transaction requests, disputes) while assisting them in the selection of appropriate products and services.
• Exercises strong oral and written communication skills to explain Credit Union policies and to resolve Member concerns in a professional and reasonable manner.
• Able to elevate situations to the Branch Leadership Team, as needed, and delivers excellent service during all Member interactions.
• Achieves established goals as measured by the Employee Scorecard.
• Participates actively in Branch Meetings and MCR Meetings
• Maintains up to date knowledge of all compliance regulations related to loans, new accounts and operations.
• Dependability is important and must have predictable attendance and adhere to the LBS standards for attendance and punctuality.
• Ability to work in a fast-paced team environment.
• Previous experience providing product recommendations and referrals.
• Ability to handle multiple priorities simultaneously with a calm, friendly demeanor.
• Consistently demonstrates professional manner and attire.
• Ability to learn new systems, policies and processes quickly.
• Previous experience with cash handling and balancing a cash drawer.
• Requires a high school diploma or equivalent.
• Requires a minimum of one-year platform sales and loan experience, within a financial institution.
• Requires effective verbal and written communication skills, sales skills and proficiency in Microsoft Word, Excel and Outlook applications.
• Medical, Dental, and Vision 100% employee-only plans paid by LBS
• 12 Paid Holidays, 3 weeks PTO, and Sick Time
• 401(k) and Roth(k) Retirement Plans
• Insurance: Life, AD&D, LTD
• Critical Illness, Accident Insurance, and Hospital Indemnity
• Educational Reimbursement
• Loan discounts and free branch services
• Discount entertainment: movie tickets, travel, car rentals, and much more
• Wellness Benefits starts 1st of the month following 30 days of employment

PAY RANGE

In accordance with California’s Pay Transparency Act, the expected salary range for this position is between:

$22.71 - $26.68

Actual pay will be determined based on a candidate’s specific qualifications, including their knowledge, skills, education and experience, internal equity consideration, as well as other job-related factors permitted by law.

External Candidates:

As part of our screening process, LBS Financial conducts background investigations on candidates who are extended an offer and who agree and authorize us to do so. This investigation will include:

• Employment Verifications - Employment Dates & Job Titles
• Credit Report
• Criminal Records Search
• Social Security Search
• Governmental Registries Search

Additionally, candidates must be eligible to be bonded through a fidelity bond to cover employee loss and risk.

Internal Candidates:

As an Employer of Choice, LBS Financial strives to support our employees’ career growth and encourage employees to apply for job opportunities for which they believe they are qualified. The Credit Union may interview outside as well as internal candidates.

Equal Opportunity Employer.