Senior Member Advisor in Downey, California at Financial Partners Credit Union

For almost 90 years, Financial Partners Credit Union has provided banking services to Californians. With generally lower loan rates, higher savings rates, and lower fees than the big banks, we emphasize value while delivering the highest levels of service to our members.

What makes us different from a bank? Part of it is our not-for-profit, cooperative structure. Financial Partners 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.

About the Role:

As a Senior Member Advisor, you will serve as a primary point of contact for members, providing exceptional service and support to enhance their overall experience. Your role is critical in understanding member needs, offering tailored solutions, and fostering long-term relationships that promote member satisfaction and loyalty. You will collaborate closely with various departments to ensure members receive accurate information and timely assistance. By proactively addressing inquiries and resolving issues, you contribute to the continuous improvement of service delivery. Ultimately, your efforts will help drive member engagement and support the organization's mission to deliver outstanding value to its community.

Minimum Qualifications:

• High school diploma or equivalent.
• 3-5 years of proven experience in a customer service or advisory role within financial services or banking.
• Strong communication skills, both verbal and written.
• Ability to handle multiple tasks efficiently and maintain attention to detail.
• Proficiency with basic computer applications and data entry.

Preferred Qualifications:

• Associate’s or Bachelor’s degree in Business, Communications, or related field.
• Experience working in membership-based organizations or financial services.
• Familiarity with CRM software and member management systems.
• Conflict resolution and problem-solving skills.
• Bilingual abilities, particularly in Spanish, to support diverse member populations.

Responsibilities:

• Respond promptly and professionally to member inquiries via phone, email, and in-person interactions.
• Assess member needs and provide appropriate guidance on products, services, and policies.
• Maintain accurate and up-to-date member records in the database.
• Collaborate with internal teams to resolve complex member issues and escalate when necessary.
• Educate members on new offerings, benefits, and updates to enhance their experience.
• Identify opportunities to improve service processes and contribute feedback to management.
• Support membership enrollment and renewal processes, ensuring compliance with organizational standards.

Skills:

In this role, strong communication skills are essential for effectively interacting with members and understanding their unique needs. Organizational skills help manage multiple inquiries and maintain accurate records, ensuring a seamless member experience. Problem-solving abilities enable you to address and resolve member concerns efficiently, often requiring collaboration with other departments. Proficiency with technology, including CRM systems, supports accurate data management and tracking of member interactions. Additionally, interpersonal skills foster trust and rapport, which are vital for building lasting relationships and promoting member retention.