IMMEDIATE HIRE - Client / Customer Service Rep

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

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, including 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 identifying, mitigating and reporting potential fraudulent activity.

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

Utilizing skills developed from the CON2ECT model focusing on building relationships and identifying member needs; collaborating with business partners to actively refer members, including leveraging the appointment system and department liaisons.

Maintaining knowledge of products and services; regularly performing day‑to‑day transactions for members (deposits, withdrawals and transfers), answering member inquiries and providing information in accordance with Credit Union policies and procedures; occasionally participating in coin and cash machine servicing.

Processing applications for consumer loan products (auto loans, credit cards, unsecured lines of credit) and possibly home equity loans and lines of credit; serving as a member advocate throughout the loan process; funding loans and providing basic credit review counseling for declined loan members; assisting with savings and deposit products (checking, certificates, money market, IRA). Remaining proficient with fiduciary processes (trusts, fiduciary accounts, Powers of Attorney and Notary Public services).

Contributing to Wescom growth objectives through needs‑based member conversations, building relationships to address immediate and future needs; targeting, supporting and achieving assigned organizational initiatives; ensuring optimal member engagement and appropriate delivery channel migration; consulting with members for Insurance Services and Financial Services and referring to in‑branch specialists and business partners; taking home equity applications and referring first mortgages to Mortgage Loan Originators in Real Estate.

Potential career path opportunity to Member Service Representative III (MSR II) if approved by Branch Management, Insurance/Financial Services management and the respective Branch Operations VP, requiring appropriate licensing (life insurance, fixed annuities, property & casualty insurance).

Meeting personal development and training objectives; completing Wescom University core curriculum, required regulatory training, and mentoring other team members.

Maintaining proficiency in technology applications across all channels, actively promoting and demonstrating technology to members, and contributing to process improvement opportunities.

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

Protecting the Credit Union's financial interest by controlling and balancing the assigned cash drawer, negotiating item receipt and disbursement, verifying signatures and endorsements, and maintaining acceptable Teller Balancing Standards.

Communicating well verbally and in writing, effectively sharing information and ideas, and demonstrating good listening skills.

Maintaining effective interpersonal skills to support positive relationships, attending meetings with assigned groups and branch staff, and participating in in‑house training sessions, self‑studies and external seminars.

Ensuring individual appearance reflects professionalism and maintaining the branch’s physical environment per Wescom standards.

Maintaining 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.

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) and 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REMOTE / HYPER‑REMOTE POSITION REQUIREMENT

If you are applying for a Hybrid/Remote position, applicants are required to reside within Wescom service areas defined as the following counties: 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.

This job description in no way implies that these are the only duties to be performed. The above job requirements represent the minimum levels of knowledge, skills and abilities. An employee will be required to follow any other job‑related instructions and duties as requested by branch management.

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