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

Sr. Member Services Representative

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 provide suggestions to remove, enhance or streamline daily operations in support of Wescom's core value of continuous improvement. Assists Branch Management in fostering a culture within the branch that reinforces optimal member service, teamwork and collaboration, financial discipline, operational integrity, process improvement and efficiency. Leads and trains staff in conducting consultative needs-based conversations with members that lead to performing transactions, establishing memberships, shares, loans and offering products and services that meet the member's needs. Trains staff in completing necessary documents and performing data entry of records in compliance with audit requirements. 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 is responsible for engaging new and existing members to deepen their relationships with the Credit Union. Completes applications for home equity products and makes referrals for first mortgage real estate services, wealth management and insurance services.

Essential Position Functions:

• Consistently provides a high level of service and is committed to increasing member satisfaction.
• Demonstrates adherence to the Branch Service Standards in addition to enforcement and modeling of Wescom's Core Ideology.
• Assumes personal accountability for maintaining high service standards and operational excellence throughout the branch.
• Promotes advocacy and takes 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.
• Creates an environment that supports teamwork and collaboration, within the branch and organization.
• Maintains knowledge of products and services.
• 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 statement requests, stop payments, fraud claims, insurance of accounts, and other deposit account related needs.
• Ensures individual appearance reflects the desired level of professionalism.
• Maintains the physical environment of the branch according to Wescom standards.
• Maintains acceptable attendance and punctuality performance in accordance with established Wescom policy.
• 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.
• Communicates well both verbally and in writing, effectively shares information and ideas with others and demonstrates good listening and presentation skills.
• Must have effective interpersonal skills to maintain positive and productive working relationships with others.
• Attend job family meetings and designated meetings with other team members in addition to branch staff meetings.
• May participate with in-house training sessions, self-studies as well as outside seminars and classes.
• Deliver high-level, consultative member service, modeling Wescom's values and service standards.
• Mentor and train new and existing team members; facilitate meetings and daily huddles when needed.
• 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.
• Assists with daily, weekly, and monthly branch tasks, audits and management reports and responsibilities when assigned.
• Create and manage branch break/meal schedules when needed.
• Responsible for opening and closing the branch as directed by management, ensuring operational integrity.
• Coordinate and manage cash shipments when needed and as directed by management.
• Support organizational initiatives, participate in taskforces, and contribute to process improvement.
• Engage members to identify needs, refer products/services, and support with achievement of branch goals.
• Maintain confidentiality and professionalism; ensure branch environment meets Wescom's standards.
• Achieve personal development and training objectives, mentor others with skill and knowledge development.
• Completes Wescom University core curriculum, including required regulatory training.
• Maintain 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.
• Safeguard the credit union's financial security by following member identification procedures, teller balancing standards, and fraud prevention measures to minimize loss exposure during all transactions.

Education, Experience, Skills and Abilities:

• High School Diploma or equivalent required; College Degree preferred.
• Four years' financial industry/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).
• 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 25 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.

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.