REMOTE! CLIENT SERVICE REP

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Salary Grade: 153N

Salary Pay Range for This Position: $25.31 - $35.41

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 taking a consultative approach during all member interactions.

Demonstrates adherence to the Branch Service Standards, Wescom’s Mission Statement, Vision, Core Values and Team Attributes.

Advocates 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.

Provides support to both the Platform and Operations as determined by business needs, and may assist in both areas daily as assigned by Branch Management.

Stays proficient and knowledgeable in all changing technologies available to members to create an omni‑channel experience, including mobile, contact and online banking services.

Conducts wellness calls from lists, including pre‑approvals, new member engagement and other assigned lists.

Responds promptly to inquiries from members, departments and Branch Management.

Identifies Wescom product and service referral opportunities and works closely with branch business partners and specialists.

Identifies, refers and assists members with auto/personal loan and credit card pre‑approvals offers.

Identifies, mitigates and reports potential fraudulent activity.

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

Utilizes the CON2ECT model to build relationships and identify member needs; collaborates with business partners to actively refer members, leveraging the appointment system and department liaisons (Financial Services, Insurance Services, Real Estate and Autoland).

Maintains knowledge of products and services; performs day‑to‑day transactions for members including deposits, withdrawals and transfers; answers member inquiries and provides information in accordance with Credit Union policies and procedures.

Processes applications for consumer loan products (auto loans, credit cards, unsecured lines of credit) and may assist with 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 declined loans.

Assists members with savings and deposit products (checking, certificate, money market, IRA) and remains proficient with fiduciary processes (trusts, fiduciary accounts, Power of Attorneys, Notary Public services).

Contributes to Wescom growth objectives through needs‑based member conversations; targets, supports and achieves assigned organizational initiatives and production goals.

Consults with members for Insurance Services and Financial Services and refers to in‑branch specialists and business partners.

Processes home equity product applications and refers first mortgage applicants to Mortgage Loan Originators.

Potential career path opportunity to Member Service Representative III upon approval and licensing.

EDUCATION, EXPERIENCE, SKILLS AND ABILITIES

High School graduate.

Previous financial industry and customer service experience preferred.

Must complete Wescom University core curriculum, required regulatory training, and mentor other team members in skill development.

REGISTRATION

Nationwide Mortgage Licensing System (NMLS) registration is required and must be maintained. Must also hold Notary Public license.

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, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages.

PHYSICAL DEMANDS

Employees will frequently stand, walk, sit, use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop, kneel, crouch, crawl; talk, hear, taste, smell. Occasionally lift or move up to 10 pounds. Requires close, distance, color, peripheral, depth vision; ability to adjust focus.

WORK ENVIRONMENT

Noise level is moderately quiet; non‑smoking environment. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Applicants for a hybrid/remote position must reside within Wescom service areas, including Los Angeles, Orange, San Bernardino, Riverside, Ventura, Santa Barbara, San Diego, Imperial, Fresno, Kern, Kings, Madera, Merced, Mariposa, Monterey, San Benito, San Joaquin, San Luis Obispo, Santa Cruz, Stanislaus and Tulare counties.

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