Partners Federal Credit Union
Outbound Member Experience Professional II-Digital Engagement
Partners Federal Credit Union, Lake Buena Vista, Florida, United States
Partners Federal Credit Union – Where Careers Thrive
We are currently hiring for one position that may be based out of either our Florida or California office locations. While we are considering candidates from both coasts, only one role will be filled. Partners Federal Credit Union has delivered The Partners Difference to more than 175,000 members for 65 years, providing the highest levels of service, value, access, and convenience. Our people are the heart of everything we do, and we empower exceptional talent committed to meaningful work. As the credit union for The Walt Disney Company, we offer best‑in‑class benefits and perks. The Outbound Member Experience Professional (MEP) II – Digital Engagement
Supports the digital member experience by providing outbound service, education, and engagement to Partners Federal Credit Union members. Focuses on building relationships through proactive outreach, supporting financial wellness, identifying solutions that align with member needs, and strengthening overall satisfaction. Essential Responsibilities
Member Outreach & Engagement
Conduct proactive outbound calls and digital outreach to engage members with products, services, and resources. Build relationships by understanding member needs and offering tailored solutions. Member Service & Education
Provide accurate information about products, services, and digital tools. Support members in accessing and using digital channels effectively. Sales & Referral Support
Identify opportunities to match members with appropriate financial solutions. Generate quality referrals to internal partners (e.g., lending, wealth management, home mortgage). Relationship Building
Develop trust and rapport through consistent follow‑up and personalized interactions. Promote long‑term member loyalty by anticipating needs and providing value‑added service. Compliance & Policy Adherence
Ensure compliance with all regulatory requirements, policies, and procedures. Maintain confidentiality and accuracy in all member interactions. Performance & Goal Achievement
Meet or exceed individual and team performance goals related to outreach, referrals, and member satisfaction. Track activities and outcomes using designated systems and tools. Problem Resolution
Listen actively to member concerns and resolve issues in a timely and professional manner. Escalate complex situations to appropriate teams when needed. Collaboration
Partner with internal departments to ensure seamless member experiences. Share feedback and insights to improve processes and member engagement strategies. Technology & Systems
Accurately document member interactions in CRM and other digital systems. Stay current on system updates, product changes, and digital tools. Other Duties as Assigned
Support additional projects, campaigns, and initiatives as required. 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 of experience in outbound call center with proven track record of results. Certifications or Licenses Required:
NMLS Certification Other Training, Technical Skills, or Knowledge Required:
Ability to use a personal computer and related software applications including Microsoft Outlook Experience using Meridian Link or other LOS system Experience using CRM or other member relationship tracking systems Other Measurable Abilities Required:
Demonstrated advanced sales and business development skills with the ability to identify customer needs, present those needs with a “feature first” approach to deepen the engagement level of the member and sell PFCU’s products and services. Shift Work:
Monday – Saturday, Day and Early Evening Shifts Scope of Job
Discretion/Latitude:
Moderate supervision; expected to make recommendations and decisions within workforce guidelines. Typical Interactions:
Interacts primarily with members by telephone, electronic correspondence, and/or in person; also interacts with internal teams and peers. Physical Demands & Environmental/Working Conditions:
Performed in a traditional office or bank/credit union setting, with no expected adverse environmental conditions. Requires ability to:
Move in different positions to accomplish tasks in various environments, including tight and confined spaces Remain stationary, often standing or sitting for prolonged periods Adjust or move objects up to 15 pounds in all directions Perform repeated motions involving wrists, hands, and/or fingers Use fists and fingers for small movements such as typing or picking up small objects Verbally communicate detailed instructions or ideas accurately, loudly, or quickly Hear average or normal conversations and receive ordinary information Prepare or inspect documents or products, assess accuracy, neatness, and thoroughness of assigned work, or operate office machinery with average 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 intended to be a comprehensive inventory of all duties, responsibilities, and qualifications required. The hiring range for this position in Florida is $20.04 to $30.06 per hour and in California is $24.00 to $33.98 per hour. The base pay offered will consider internal equity and may vary based on geographic region, related knowledge, skills, and experience. A bonus and/or long‑term incentive units may be offered, along with medical, financial, and other benefits.
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We are currently hiring for one position that may be based out of either our Florida or California office locations. While we are considering candidates from both coasts, only one role will be filled. Partners Federal Credit Union has delivered The Partners Difference to more than 175,000 members for 65 years, providing the highest levels of service, value, access, and convenience. Our people are the heart of everything we do, and we empower exceptional talent committed to meaningful work. As the credit union for The Walt Disney Company, we offer best‑in‑class benefits and perks. The Outbound Member Experience Professional (MEP) II – Digital Engagement
Supports the digital member experience by providing outbound service, education, and engagement to Partners Federal Credit Union members. Focuses on building relationships through proactive outreach, supporting financial wellness, identifying solutions that align with member needs, and strengthening overall satisfaction. Essential Responsibilities
Member Outreach & Engagement
Conduct proactive outbound calls and digital outreach to engage members with products, services, and resources. Build relationships by understanding member needs and offering tailored solutions. Member Service & Education
Provide accurate information about products, services, and digital tools. Support members in accessing and using digital channels effectively. Sales & Referral Support
Identify opportunities to match members with appropriate financial solutions. Generate quality referrals to internal partners (e.g., lending, wealth management, home mortgage). Relationship Building
Develop trust and rapport through consistent follow‑up and personalized interactions. Promote long‑term member loyalty by anticipating needs and providing value‑added service. Compliance & Policy Adherence
Ensure compliance with all regulatory requirements, policies, and procedures. Maintain confidentiality and accuracy in all member interactions. Performance & Goal Achievement
Meet or exceed individual and team performance goals related to outreach, referrals, and member satisfaction. Track activities and outcomes using designated systems and tools. Problem Resolution
Listen actively to member concerns and resolve issues in a timely and professional manner. Escalate complex situations to appropriate teams when needed. Collaboration
Partner with internal departments to ensure seamless member experiences. Share feedback and insights to improve processes and member engagement strategies. Technology & Systems
Accurately document member interactions in CRM and other digital systems. Stay current on system updates, product changes, and digital tools. Other Duties as Assigned
Support additional projects, campaigns, and initiatives as required. 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 of experience in outbound call center with proven track record of results. Certifications or Licenses Required:
NMLS Certification Other Training, Technical Skills, or Knowledge Required:
Ability to use a personal computer and related software applications including Microsoft Outlook Experience using Meridian Link or other LOS system Experience using CRM or other member relationship tracking systems Other Measurable Abilities Required:
Demonstrated advanced sales and business development skills with the ability to identify customer needs, present those needs with a “feature first” approach to deepen the engagement level of the member and sell PFCU’s products and services. Shift Work:
Monday – Saturday, Day and Early Evening Shifts Scope of Job
Discretion/Latitude:
Moderate supervision; expected to make recommendations and decisions within workforce guidelines. Typical Interactions:
Interacts primarily with members by telephone, electronic correspondence, and/or in person; also interacts with internal teams and peers. Physical Demands & Environmental/Working Conditions:
Performed in a traditional office or bank/credit union setting, with no expected adverse environmental conditions. Requires ability to:
Move in different positions to accomplish tasks in various environments, including tight and confined spaces Remain stationary, often standing or sitting for prolonged periods Adjust or move objects up to 15 pounds in all directions Perform repeated motions involving wrists, hands, and/or fingers Use fists and fingers for small movements such as typing or picking up small objects Verbally communicate detailed instructions or ideas accurately, loudly, or quickly Hear average or normal conversations and receive ordinary information Prepare or inspect documents or products, assess accuracy, neatness, and thoroughness of assigned work, or operate office machinery with average 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 intended to be a comprehensive inventory of all duties, responsibilities, and qualifications required. The hiring range for this position in Florida is $20.04 to $30.06 per hour and in California is $24.00 to $33.98 per hour. The base pay offered will consider internal equity and may vary based on geographic region, related knowledge, skills, and experience. A bonus and/or long‑term incentive units may be offered, along with medical, financial, and other benefits.
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