Member Service Representative II (Anaheim, CA)

Overview Salary Grade: 153N. Salary Pay Range for This Position: $25.31 - $35.41. The role provides a high level of member service and supports platform and teller activities. The incumbent contributes to member engagement by delivering a consistent, consultative experience and aims to resolve member issues at the first point of contact. The position supports Omni-channel member experiences across mobile, contact, and online banking services. Responsibilities Provide consistent support to Platform and Operations as determined by business needs; may assist in both areas daily as assigned by Branch Management. Maintain proficiency in changing technologies to create an Omni-channel member experience (mobile, contact, and online banking services). Conduct wellness calls from lists (including pre-approvals, new member engagement, and other assigned lists). Respond to inquiries from members, departments, and Branch Management in a timely manner. Identify Wescom product and service referral opportunities and collaborate with branch partners and specialists. Identify, refer, and assist members with auto/personal loan and credit card pre-approvals. Identify, mitigate, and report potential fraudulent activity. Produce high quality, accurate work with minimal errors, oversights, and outages. Leverage CON2ECT model to build relationships and identify member needs; collaborate with business partners (e.g., Financial Services, Insurance Services, Real Estate, Autoland) and use appointment systems and department liaisons. Perform day-to-day transactions (deposits, withdrawals, transfers) and respond to inquiries per policies and procedures for account-related needs; may service coin and cash machines when required. Process applications for consumer loan products (auto loans, credit cards, unsecured lines of credit) and assist with home equity loan applications; act as member advocate throughout the loan process; provide basic credit review counseling for declined loans; assist with savings and deposit products. Maintain knowledge of products and services; promote technology usage and contribute to process improvements. Support growth objectives through needs-based conversations and referrals to in-branch specialists and business partners; process home equity applications and refer first mortgages to Mortgage Loan Originators when applicable. Qualifications and Skills Education: High School graduate. Experience: Previous financial industry and customer service experience preferred. Licenses/Registration: Nationwide Mortgage Licensing System (NMLS) registration is required and must be maintained; Notary Public licensing is desired. Computer Skills: Proficient in Microsoft Word, Excel, Outlook; proficient with the Credit Union operating system and related software. Mathematical Skills: Ability to perform basic arithmetic, rates, ratios, and percentages. Other Requirements Physical Demands: Ability to stand, walk, sit, use hands, reach, balance, stoop, kneel, crouch, crawl; occasional lift up to 10 pounds; vision requirements as specified. Work Environment: Moderately quiet with a non-smoking environment. Confidentiality: Maintain confidentiality of member records/data and comply with audit/security standards. Education and Development Maintains proficiency across channels; completes Wescom University core curriculum and required regulatory training; mentors colleagues. Maintains knowledge of branch policies and procedures; participates in training, meetings, and continuous development. Notes This job description is not exhaustive; duties may be added or changed to meet business needs. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. #J-18808-Ljbffr Wescom Central Credit Union