Sr. Member Experience Advisor, Floater

Southland Credit Union; Los Alamitos (CA); On-site; USD 41,328 - 49,593; Full time

Job summary

Southland Credit Union is seeking a Senior Member Experience Advisor, Floater, to support multiple Financial Center locations, with a home base in Los Alamitos. The role travels to branches to provide staffing, coaching, and operational leadership, ensuring a consistent, high-quality member experience.

You will mentor teams, reinforce service standards, support onboarding and training, and lead by example in daily operations and coverage during supervisor absences.

Qualifications

• 2–4 years of customer service or financial institution experience preferred.
• Previous teller, new accounts, or lending experience preferred.
• Experience in sales, service, or relationship-focused environments preferred.
• Experience handling member problem resolution and consultative conversations preferred.
• Experience meeting production, referral, or performance goals preferred.
• Proven track record of operational accuracy, accountability, and leadership potential.
• Experience assisting with onboarding, training, mentoring, or coaching preferred.

Responsibilities

• Deliver exceptional member service through consultative conversations focused on financial guidance, relationship building, and member advocacy.
• Build lasting relationships by identifying member needs and connecting them with products, services, and digital solutions.
• Process transactions accurately while maintaining operational excellence and compliance with established procedures.
• Open memberships and deposit accounts while delivering a seamless onboarding experience for new and existing members.
• Support consumer lending conversations and applications with confidence and professionalism.
• Conduct outbound member outreach, schedule appointments, and strengthen relationships through proactive follow-up.
• Meet and consistently exceed established service, membership growth, referral, digital adoption, and production goals while modeling high performance for the team.
• Serve as a trusted resource by providing peer coaching, answering questions, and reinforcing Financial Center service standards and operational expectations.
• Assist with onboarding and training new associates while sharing best practices and supporting ongoing development.
• Lead daily huddles, support organizational initiatives, and serve as the acting Financial Center leader during designated supervisor absences.
• Help maintain operational continuity by assisting with opening and closing responsibilities, workflow coordination, and day-to-day execution.

Skills

Customer service

Leadership

Coaching

Operational accuracy

Communication

Problem solving

Education

Bachelor's degree in Business/Finance/Management

Notary Public preferred

Job description

Role

About the Role

As the Senior Member Experience Advisor, Floater (Sr. MEA), you'll be one of the Financial Center's most trusted and experienced team members. This role supports multiple Financial Center locations throughout the Southalnd Credit union network. Assigned to the Los Alamitos Financial Center as their home branch, this position regularly travels to other branch locations to provide staffing coverage, operational support, and a consistent, high-quality member experience.While you'll continue delivering exceptional service and financial guidance to members, you'll also serve as a mentor, coach, and operational leader who helps elevate the entire team.

This is more than a senior banking position—it's an opportunity to lead by example. You'll partner closely with the Financial Center Supervisor to reinforce service standards, support onboarding and training, provide real-time coaching, and help ensure the Financial Center operates smoothly each day. When leadership is away, you'll confidently step in to maintain continuity and support your team.

If you're an experienced universal banker looking to expand your leadership skills while continuing to make a meaningful impact on members and colleagues alike, this role offers an exciting next step in your career.

Major Duties and Responsibilities

What You'll Be Doing

• Deliver exceptional member service through consultative conversations focused on financial guidance, relationship building, and member advocacy.

• Build lasting relationships by identifying member needs and connecting them with products, services, and digital solutions that support their financial goals.

• Process transactions accurately while maintaining operational excellence and compliance with established procedures.

• Open memberships and deposit accounts while delivering a seamless onboarding experience for new and existing members.

• Support consumer lending conversations and applications with confidence and professionalism.

• Conduct outbound member outreach, schedule appointments, and strengthen relationships through proactive follow-up.

• Meet and consistently exceed established service, membership growth, referral, digital adoption, and production goals while modeling high performance for the team.

• Serve as a trusted resource by providing peer coaching, answering questions, and reinforcing Financial Center service standards and operational expectations.

• Assist with onboarding and training new associates while sharing best practices and supporting ongoing development.

• Lead daily huddles, support organizational initiatives, and serve as the acting Financial Center leader during designated supervisor absences.

• Help maintain operational continuity by assisting with opening and closing responsibilities, workflow coordination, and day-to-day execution.

Knowledge and Skills

What You'll Bring

Experience

• Minimum 2–4 years of customer service or financial institution experience preferred.

• Previous teller, new accounts, or lending experience preferred.

• Experience working in sales, service, or relationship-focused environments preferred.

• Experience handling member problem resolution and consultative conversations preferred.

• Experience meeting production, referral, or performance goals preferred.

• Demonstrated success achieving production, service, operational, and member experience expectations.

• Experience assisting with onboarding, training, mentoring, or coaching preferred.

• Proven track record of operational accuracy, accountability, and leadership potential.

Education

• Bachelor's degree in Business, Finance, Management, or related field preferred, or an equivalent combination of education and experience.

• Notary Public preferred or the ability to obtain.

Knowledge, Skills & Abilities

• Excellent verbal and written communication skills.

• Strong consultative relationship-building and member service skills.

• Ability to coach, mentor, and positively influence peers.

• Strong operational knowledge with exceptional attention to detail and accountability.

• Ability to lead daily operations and provide guidance during leadership absences.

• Strong organizational, problem-solving, and service recovery skills.

• Ability to work across multiple service channels while balancing service and production expectations.

• Adaptability, initiative, and a commitment to continuous learning.

• Proficiency with standard office technology and business systems.

Travel

• Regular local travel between Financial Center locations is required.
• Must maintain reliable transportation and the ability to travel between branch locations as scheduled.
• Valid California drivers' license, current automobile insurance, and reliable transportation required.

Why You'll Love This Opportunity

As a Senior Member Experience Advisor, you'll have the opportunity to do more than serve members—you'll help shape the success of your entire Financial Center. You'll be recognized as a trusted expert, mentor, and role model while continuing to build meaningful relationships and provide financial guidance that makes a real difference.

At Southland Credit Union, we believe great leaders are developed through experience, collaboration, and a commitment to helping others succeed. This role offers the opportunity to expand your leadership skills, mentor teammates, and gain valuable experience supporting Financial Center operations—all while continuing to deliver exceptional service to our members.

If you're ready to take the next step in your career and become a leader others look to for guidance, support, and expertise, we'd love to hear from you.

Equal Opportunity & Pay Transparency

Southland Credit Union is an Equal Opportunity Employer. In accordance with California law, the pay range for this position is included in the job posting. Actual compensation will be based on qualifications, experience, skills, and business needs.

Salary Minimum

USD $30.00/Hr.

Salary Maximum

USD $36.00/Hr.