Sr Member Services Representative (Knott's Berry Farm, CA)

Salary Grade: 155N Salary Pay Range for This Position: $29.26 - $42.47 Position Summary The Sr. Member Services Representative serves as a lead for peers and branch staff, supporting branch management with daily operations, onboarding of newer team members, and providing continual training of branch staff as needed. Acts as an information resource for policies, procedures, and process implementation including complex transactions (e.g., IRAs, Trusts, Member Disputes, etc.). Champions new technology implementations and continuous process improvement initiatives and effectively communicates to branch staff. Provides consultative member service options, deepens member relationships, and supports branch goals. Assists the branch in assessing processes and provides suggestions to remove, enhance or streamline daily operations in support of Wescom's core value of continuous improvement. Essential Position Functions Consistently provide a high level of service and are committed to increasing member satisfaction. Demonstrate adherence to the Branch Service Standards and engagement in Wescom's Core Ideology. Assume personal accountability for maintaining high service standards and operational excellence throughout the branch. Promote advocacy and personal responsibility to ensure that member issues are handled expeditiously. Focus on delivering the Wescom Experience and achieving successful results with the Net Promoter and Transactional Surveys. Create an environment that supports teamwork and collaboration within the branch and organization. Maintain knowledge of products and services and perform day‑to‑day transactions for members, including deposits, withdrawals, transfers, and other account related needs. Ensure branch compliance with audit and security standards, policies and procedures, and loss prevention measures. Maintain confidentiality of Credit Union, Financial Services, Insurance Services and member records/data. Communicate well both verbally and in writing, effectively share information and ideas, and demonstrate good listening and presentation skills. Mentor and train new and existing team members; facilitate meetings and daily huddles. Serve as first point of contact for complex member issues, escalations, and follow‑ups. Provide guidance on trusts, IRAs, deceased accounts, legal inquiries, and complex transactions when required. Process and approve transactions within assigned limits, including providing overrides/approvals for team members as directed by management. Assist with daily, weekly, and monthly branch tasks, audits and management reports. Create and manage branch break/meal schedules, opening and closing the branch, and coordinate cash shipments. Support organizational initiatives, participate in task forces, and contribute to process improvement. Engage members to identify needs, refer products/services, and support achievement of branch goals. Education, Experience, Skills and Abilities High School Diploma or equivalent required; college degree preferred. Four years of financial industry or customer service experience preferred. NMLS registration and Notary Public required and maintained. Proficient in Credit Union operating systems. Computer Skills Proficient in Microsoft applications (Word, Excel, Outlook) and technology applications including the Credit Union’s operating system and specialized software required for performance of position. Mathematical Skills Ability to add, subtract, multiply and divide in all units of measure; compute rates, ratios and percentages. Physical Demands Frequently required to stand, walk, sit, use hands, reach, climb, balance, stoop, kneel, crouch, crawl, talk or hear, and occasionally lift or move up to 25 pounds. Vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Work Environment The work environment is moderately quiet, non‑smoking. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. All other duties, tasks and responsibilities as assigned by management. #J-18808-Ljbffr Wescom Central Credit Union