Member Services Representative II - Irvine Branch (Irvine, CA)

Wescom Central Credit Union; Irvine (CA); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated member service representative to enhance member engagement and satisfaction. In this role, you will provide consultative services, assist members with accounts, and promote a range of financial products. Your commitment to high-level service and relationship building will be key as you work to deepen member relationships and ensure compliance with all policies. Join a team that values your unique contributions and offers a path for career growth while working in a supportive and engaging environment.

Qualifications

• High School diploma required; previous financial industry experience preferred.
• NMLS registration and Notary Public license required.

Responsibilities

• Provide consultative services to members regarding credit union products.
• Assist members in establishing memberships and processing transactions.
• Promote optimal member engagement and resolve issues at first contact.

Skills

Customer Service

Consultative Selling

Basic Math Skills

Relationship Building

Education

High School Diploma

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Credit Union Operating System

Job description

Please use Firefox or Chrome internet browser to complete this application

Current Wescom Employees: Please visit the Career Center in Workday to search and apply for a current job opening.

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

Salary Grade:

153N

Salary Pay Range for This Position:

$24.81 - $34.72

POSITION SUMMARY:

Provides consultative services to members regarding credit union products and services by assessing member needs. Assists members in establishing memberships, loan accounts, share accounts, and savings services, completing necessary documents, and performing data entry of records in compliance with audit requirements. Processes transactions for members and often 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, 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 high-level service, committed to increasing member satisfaction through a consultative approach during all interactions. Demonstrates adherence to the Branch Service Standards and models Wescom's Mission Statement, Vision, Core Values, and Team Attributes. Promotes advocacy and ensures member issues are handled properly and resolved at the first contact. Focuses on delivering the Member Experience and achieving successful results in Member Experience Surveys.

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

• Supporting both Platform and Operations as determined by business needs, assisting in both areas daily as assigned by Branch Management
• Remaining proficient in all changing technologies available 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
• Responding promptly to inquiries from members, departments, and Branch Management
• Identifying referral opportunities for Wescom products and working with branch partners and specialists
• Referring and assisting members with auto/personal loan and credit card pre-approvals
• Identifying, mitigating, and reporting potential fraudulent activity
• Producing high-quality, accurate work with minimal errors
• Utilizing skills from the CON2ECT model to build relationships and identify member needs, collaborating with business partners for referrals
• Maintaining knowledge of products and services, performing day-to-day transactions, and answering inquiries in accordance with policies
• Processing applications for consumer loan products and assisting with savings and deposit products
• Contributing to growth objectives through needs-based conversations and relationship building
• Targeting and supporting organizational initiatives, promoting technology, and ensuring compliance and confidentiality

Potential career path to Member Service Representative III, requiring licensing and meeting development objectives.

EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:

High School diploma required; previous financial industry and customer service experience preferred.

REGISTRATION:

NMLS registration and Notary Public license required and must be maintained.

COMPUTER SKILLS:

Proficient in Microsoft Word, Excel, Outlook, and specialized software including the Credit Union's operating system.

MATHEMATICAL SKILLS:

Ability to perform basic math operations and compute rates, ratios, and percentages.

PHYSICAL DEMANDS:

Frequent standing, walking, sitting, and use of hands. Occasionally lift/move up to 10 pounds. Vision abilities include close, distance, color, peripheral, depth perception, and focus adjustment.

WORK ENVIRONMENT:

Moderately quiet, non-smoking environment. Reasonable accommodations may be made for disabilities.

Applicants for remote positions must reside within Wescom service areas, which include 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 counties.