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Here at First Entertainment, we build lifelong financial relationships with the people in entertainment.
The Role
First Entertainment Credit Union is looking for a Sr. Member Service Officer responsible for delivering an excellent member service experience to its current and potential members. The Sr. Member Service Officer is responsible for building member relationships through individual efforts by educating and advising members about First Entertainment products and services.
The ideal candidate will contribute to the Credit Union’s key results by displaying personal accountability through impacting expense control, positively affecting profitability, influencing business growth, and exceeding member satisfaction expectations. Additionally, the Sr. Member Service Officer will perform a variety of direct member contact functions to effectively meet the needs of members, including but not limited to paying and receiving functions, performing advanced account maintenance services, recommending and selling the Credit Union’s products and services while ensuring to maintain confidentiality and security of member information.
This position is a full-time onsite opportunity and will report to the Director, Specialty Sales and is based in Hollywood, CA. The minimum and maximum annualized hourly base range for this position is between $24.58 and $30.72.
Responsibilities
· Provide floater coverage for the branches to ensure operation excellence.
· Is responsible for building member relationships which meet the expectations of members and defined corporate standards for excellent member service and work performance.
· Assist members with their financial needs by identifying opportunities and needs to effectively offer products, services or referrals, such as Money Markets, Certificates, and club accounts. Can include more complex accounts such as Trust, Coogan, HSA, IRA, Business, insurance, investments, and real estate products.
· Actively promote marketing campaigns and promotions by educating members of their benefits and value and making recommendations based on the members’ financial needs.
· Engage in follow up communication with members regarding their requests, including outbound phone calls.
· Engage in assisting and troubleshooting account matters, such as account fraud, account errors, and card issues and compromises.
· Accurately present information and perform tasks associated with memberships, accounts, and ancillary services offered by the Credit Union.
· Accept consumer loan applications, follow-up with members on documentation and close in-person consumer loans.
· Educate and promote remote delivery channels to members to increase alternative channel usage.
· Serve in a dual control capacity for operational tasks to ensure adequate controls are maintained where appropriate while assisting management with daily routines, operational requirements, and other assigned duties.
· Promptly and accurately complete required reports and records, such as timesheet recordings, branch balancing reports, branch logs, and manual report tracking.
· Perform cold sales calls to generate new deposits and loans and sales calls to existing members to cross-sell Credit Union products and services to deepen current relationships.
· Assist management with daily routines and operational requirements and other duties as assigned.
At First Entertainment, your role and every role are essential to our Mission [We build lifelong financial relationships with the people in entertainment based on a deep understanding of how they live and work], Core Values [ Members First + Ownership + Integrity + Innovation + Inclusivity + One Team], and we expect you to uphold them.
Requirements
· High school graduate or equivalent. Work-related experience or related college degree preferred.
· A minimum of three (3) years of applicable experience as a Member Service Representative/New Accounts at a full-service financial institution, experience in a comparable position, or proven success in a customer service-oriented position.
· Proven success at exceeding goals or cross-sell expectations. Cash handling experience required.
· Excellent customer service, problem-solving, conflict resolution, organization, and sales skills.
· Stellar communication skills both verbally and written.
· Thorough knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.
· Possess thorough knowledge of regulations applicable to essential responsibilities.
· Knowledge of how to use a personal computer and MS Office products on a daily basis (Word, Excel, Outlook), and Symitar for Windows (Epysis).
What the Team is Saying
Lala Yerem
Associate Manager, Operations
Scott Laurence
Director, Business Intelligence
Ashley Castillo
Sr. Manager, Digital Experience
Jennifer Funk
Digital Marketing Manager
Jemba Senkandwa
Process Improvement Manager
Lani Hyman
Systems Administrator I
Marlon Cassiano
Sr. Facilities Administrator
Shayan
Social Marketing Specialist
Catherine Pocasangre
Member Experience Center Manager
Kyle
People Data Analyst & Project Admin
First Entertainment Credit Union Compensation & Benefits Highlights
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Leave & Time Off Breadth — PTO includes a minimum of four weeks for full‑time new hires, plus sick days, holidays, and volunteer time off.
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Healthcare Strength — Medical, dental, vision, FSAs, life/AD&D, an EAP, gym reimbursement, and mental‑health resources (such as a Calm subscription) are part of the core package.
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Retirement Support — A 401(k) with employer match is offered with potential profit‑sharing contributions.
First Entertainment Credit Union Insights
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First Entertainment Credit Union Company Growth, Stability & Outlook
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The Company
What We Do
Named one of the top 10 Credit Union in California by Forbes, First Entertainment Credit Union has been the financial ally since 1967 for the creators of entertainment and those who support them. With more than 2.1 billion in assets and over 90,000 members, we are constantly looking for talents to help us build a high trust, high performance and workplace of choice culture while growing our business. As a teammate, you will enjoy an inclusive workplace culture and an employer-of-choice environment. At First Entertainment Credit Union we believe Your Story Matters and that includes our members, employees, community, and those interested in joining our growing team.
Why Work With Us
At First Entertainment, we believe our teammates are capable of great things. We celebrate their commitment to excellence and aim to foster that dedication through both professional and personal growth. We don't believe in merely employing workers but in empowering future leaders. We help our teammates bring their own career stories to life.
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First Entertainment Credit Union Teams
Executive Leadership Team
About our Teams
First Entertainment Credit Union Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Typical time on-site:
2 days a week
Los Angeles, CA
