Member Services Representative II (West Covina, CA)

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We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.

Salary Grade:

Salary Pay Range for This Position:

POSITION SUMMARY:

Provides consultative services to members regarding credit union products and services by assessing member needs. Assists members in establishing memberships, loan accounts and services, share accounts and savings services, completing necessary documents and performing data entry of records in compliance with audit requirements. Processes transactions for members and frequently serves as the initial point of contact between the Credit Union and members. Promotes optimal member engagement by providing specific, accurate and timely information regarding Credit Union products and services in addition to actively referring members to all Wescom products and services when appropriate. Responsible, for engaging new and existing members to deepen their relationship with the Credit Union, including applications for home equity products and referrals for first mortgage real estate services.

ESSENTIAL POSITION FUNCTIONS:

Consistently provides a high level of service and is committed to increasing member satisfaction by consistently taking a consultative approach during all member interactions. Demonstrates adherence to the Branch Service Standards in addition to the enforcement and modeling of Wescom’s Mission Statement, Vision, Core Values and Team Attributes. Promotes advocacy and takes personal responsibility to ensure member issues are handled properly and resolved at the first point of contact. Focuses on delivering the Member Experience and achieving successful results in the Member Experience Surveys.

Regularly serves members with Platform and Teller activities including but not limited to:

Providing consistent support to both the Platform and Operations as determined by business needs, may be required to assist in both areas daily as assigned by Branch Management

Remaining proficient and knowledgeable in all changing technologies available to members to create an Omni-channel experience. This includes but is not limited to all mobile, contact and online banking services.

Conducting wellness calls from lists including pre-approvals, new member engagement and other assigned lists

Actively responding to inquiries from members, departments and Branch Management in a timely manner

Actively and consistently identifying Wescom product and service referral opportunities and working closely with all branch business partners and specialists

Actively identifying, referring and assisting members with auto/personal loan and credit card pre-approvals offers

Consistently identifies, mitigates and reports potential fraudulent activity

Produces high quality, accurate work with minimal errors, oversights and outages

Utilize skills developed from the CON2ECT model focusing on building relationships and identifying member needs. Collaborates with business partners to actively refer members, including leveraging the appointment system, department liaisons, etc. The business partners would include but are not limited to Financial Services, Insurance Services, Real Estate and Autoland

Maintains knowledge of products and services. Regularly performs day to day transactions for members including, but not limited to deposits, withdrawals and transfers. Answers member inquiries and provides information in accordance with Credit Union policies and procedures for all account-related needs. May participate in the servicing of the coin and cash machines when required.

Processes applications for consumer loan products, including but not limited to auto loans, credit cards and unsecured lines of credit. May also provide member assistance and process applications for home equity loans and lines of credit. Serves as a member advocate throughout the loan process. Funds loans and provides basic credit review counseling for members with declined loans. Assists members with savings and deposit products, including checking and certificate accounts, money market accounts and Individual Retirement Accounts. Remains proficient with Fiduciary processes including but not limited to trusts, fiduciary accounts, Power of Attorneys and Notary Public services.

Contributes to Wescom growth objectives through needs-based member conversations and builds relationships to address immediate and future needs. Targets, supports and achieves assigned organizational initiatives. Utilize skills developed from active participation in training, meetings and the CON2ECT Model to achieve assigned individual and/or branch production goals. Ensures optimal member engagement and a migration to appropriate delivery channels. Consults with members for Insurance Services and Financial Services and refers to in branch specialists and business partners. Takes applications for home equity products and makes referrals for first mortgages to Mortgage Loan Originators in Real Estate.

Could potentially pursue a career path opportunity to Member Service Representative III if approved by Branch Management, Insurance/Financial Services management and the respective Branch Operations VP if desired and requires the following licensing:

Member Service Representative III (MSR II)–

Option I: Licensed to assist members with life insurance and fixed annuities in conjunction with Wescom Financial Services (WFS).

Option II: Licensed to assist members with property and casualty insurance products in conjunction with Wescom Insurance Services (WIS).

Meets personal development and training objectives and achieves core curriculum and required training within established timelines. Completes Wescom University core curriculum, including required regulatory training. Mentors other team members in skill development.

Maintains proficiency in technology applications across all channels including the operating system and ancillary systems. Actively promotes and demonstrates technology to members and contributes to organizational efforts with process improvement opportunities.

Ensures branch compliance with audit and security standards, policies and procedures, and loss prevention measures. Maintains confidentiality of Credit Union, Financial Services, Insurance Services and member records/data.

Protects the Credit Union’s financial interest by controlling and balancing their assigned cash drawer, negotiable items received and disbursed during daily transactions, identifying payees, verifying signatures and endorsements, and maintaining acceptable Teller Balancing Standards.

Communicates well both verbally and in writing, effectively shares information and ideas with others, and demonstrates good listening skills.

Must have effective interpersonal skills in order to maintain positive and productive working relationships with others. Attends meetings with assigned groups as well as branch staff meetings. May participate with in-house training sessions, self-studies as well as outside seminars and classes.

Ensures individual appearance reflects the desired level of professionalism. Maintains the physical environment of the branch according to Wescom standards.

Maintains good attendance and punctuality in adherence with Wescom policy.

EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:

High School graduate.

Previous financial industry and customer service experience preferred.

This job description in no way implies these are the only duties to be performed. The above job requirements represent the minimum levels of knowledge, skills and abilities. The marginal functions have not been included. An employee will be required to follow any other job-related instructions and duties as requested by branch management.

REGISTRATION:

Nationwide Mortgage Licensing System (NMLS) registration is required and must be maintained. Maintain licensing as Notary Public.

COMPUTER SKILLS:

Proficient in Microsoft applications (Word, Excel, Outlook). Must be proficient in 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, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.

The noise level in the work environment is moderately quiet. It is a non-smoking environment.

The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.

All positions, including those that are hybrid and remote, require employees to reside within Wescom's service area in California.