Member Services Representative II (West Covina, CA)

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 uses a consultative approach during all member interactions. Adheres to Branch Service Standards and Wescom’s Mission, Vision, Core Values and Team Attributes. Promotes advocacy and ensures member issues are handled properly and resolved at the first point of contact. Delivers the Member Experience and contributes to positive results in Member Experience Surveys. Performs Platform and Teller activities and provides support to Platform and Operations as needed. Maintains Omni-channel knowledge across mobile, contact, and online banking services. Conducts wellness calls from lists (e.g., pre-approvals, new member engagement) and responds to inquiries in a timely manner. Identifies product and service referral opportunities and collaborates with branch partners and specialists. Assists members with auto/personal loan and credit card pre-approvals, and identifies referrals for home equity products and first mortgages. Identifies, mitigates and reports potential fraudulent activity. Produces high-quality, accurate work with minimal errors; collaborates with business partners using systems and processes. Performs day-to-day member transactions (deposits, withdrawals, transfers) and answers inquiries per Credit Union policies and procedures. Supports coin and cash machine servicing when required. Processes applications for consumer loan products (auto loans, credit cards, unsecured lines of credit) and home equity loans/lines of credit as appropriate. Serves as a member advocate throughout the loan process; provides basic credit review counseling for declined loans. Assists with savings and deposit products (checking, certificates, money market, and IRAs). Maintains fiduciary proficiency including trusts, fiduciary accounts, powers of attorney and notary services. Contributes to growth objectives through needs-based member conversations and relationship building. Utilizes CON2ECT Model to achieve individual and branch production goals; promotes channel migration for member engagement. References Insurance and Financial Services with referrals to in-branch specialists and business partners. Takes applications for home equity products and refers first mortgages to Mortgage Loan Originators in Real Estate. Qualifications and Skills High School graduate. Previous financial industry and customer service experience preferred. Registration: Nationwide Mortgage Licensing System (NMLS) registration required and must be maintained. Maintain Notary Public licensing. Computer Skills: Proficient in Microsoft Word, Excel, Outlook; proficient with the Credit Union’s operating system and required software. Mathematical Skills: Ability to perform basic arithmetic, rates, ratios and percentages. Ability to communicate effectively in writing and verbally; strong interpersonal and listening skills. Physical Demands The physical demands represent the requirements to perform essential functions. Tasks may include standing, walking, sitting, using hands, reaching, climbing, stooping, kneeling, crouching, crawling, and operating a computer. Occasional lifting up to 10 pounds. Vision requirements include near, far, color, peripheral and depth perception. Work Environment Moderately quiet work environment; non-smoking. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Hybrid/Remote positions require residence within Wescom service areas as defined by the company. Additional Information EEO: Wescom Financial is an Equal Opportunity Employer (Male/Female/Veteran/Disability/Gender Identity/Sexual Orientation). #J-18808-Ljbffr